How to make a complaint
View our full complaints procedure
At Kensington we do everything we can to make sure our customers get the best possible service. However, sometimes, we don’t get things right first time.
If we haven’t met your expectations, please talk to us, we will listen to your concerns and look into what happened.
Our intention is to always resolve your complaint immediately, but if we need more information it may take a little longer.
If you’re not completely happy with our service, we’d like to hear about it, that way we can do something to put it right. You can tell us about your concerns by contacting us in the following ways:
Maidenhead Office Park
If you wish to make a complaint by telephone you should initially contact the relevant department directly by calling either;
Customer Arrears Support: 0333 300 0920
Customer Services: 0333 300 0921
Our office opening times are 8:30am to 6:30pm Monday to Thursday and 8:30am to 5:30pm Friday.
We are unable to reply directly to your email and will respond to all emails in writing.
Our complaints data
We know we don’t always get it right, but we’re committed to resolving things when they do go wrong.
Complaint about PPI
The FCA deadline of 29 August 2019 for making a complaint about mis-sold PPI or non-disclosure of PPI commission has now passed. Neither we nor the Financial Ombudsman Service are required to assess new complaints of this type.