Our commitment to resolution

8 Weeks

For product or service-related complaints, we'll strive to address them within 8 weeks of receiving your initial complaint. If we encounter any delays, we'll keep you informed about the progress and your options.

Motor Finance Commission Complaints

The FCA has confirmed an industry-wide scheme to compensate customers who may have been treated unfairly in relation to motor finance commission arrangements. Learn more.

The Financial Ombudsman Service

While we endeavour to resolve all complaints internally, if you remain unsatisfied after receiving our final response, you have the option to escalate the matter to the Financial Ombudsman Service.

This independent service provides free advice and investigates most financial services complaints. Remember to contact them within 6 months of receiving our final response letter.

Contact the Financial Ombudsman Service at:

Financial Ombudsman ServiceExchange Tower, London, E14 9SR

Find contact details

Complaints Data

Complaints received and dealt with by

Tandem Bank Limited

from 1st January 2026 to 30th June 2026

Tandem Bank Limited
(FRN: 204479)

Credit Related (Home Improvement Loans and Personal Loans)

Home Finance (1st Charge Mortgages)

Banking and Credit Cards (Savings)

Number of complaints opened by volume of business (per 1000 customers)

0.8

1.2

0.2

Number of complaints opened

374

179

Number of complaints closed

316

151

Percentage closed within 3 days

17%

22%

Percentage closed after 3 days but within 8 weeks

95%

100%

95%

Percentage upheld

48%

50%

54%

Main cause of complaints opened

HIL: s75 – quality of goods/workmanship (143)

PL: Irresponsible Lending (15)

N/A

ISA - Transfer Process (53)

Complaints received and dealt with by

Tandem Motor Finance Limited

from the 1st January 2025 to 31st December 2025

Tandem Motor Finance Limited
(FRN: 661170)

Credit related

Number of complaints opened by volume of business (per 1000 customers)

322.8 (incl. commissions)
31 (excl. commissions)

Number of complaints opened

12,477 (including 11,280 Commission complaints being processed in line with the FCA Motor Finance Redress Scheme)

Number of complaints closed

1,289

Percentage closed within 3 days

15%

Percentage closed after 3 days but within 8 weeks

78%

Percentage upheld

53%

Main cause of complaints opened

Commission (11,280)

Non-commission: Satisfactory Quality of goods (898)

Complaints received and dealt with by

Tandem Home Loans Limited

from the 1st January 2025 to 31st December 2025

Tandem Home Loans Limited
(FRN: 661248)

Home finance

Number of complaints opened by volume of business (per 1000 customers)

20.6

Number of complaints opened

541

Number of complaints closed

488

Percentage closed within 3 days

37%

Percentage closed after 3 days but within 8 weeks

63%

Percentage upheld

44%

Main cause of complaints opened

Direct debit / payment issues (53)

Complaints received and dealt with by

GDFC Assets Ltd

from the 1st January 2025 to 31st December 2025

GDFC Assets Ltd
(FRN: 705030)

Credit related

Number of complaints opened by volume of business

4.1

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

33%

Percentage closed after 3 days but within 8 weeks

27%

Percentage upheld

27%

Main cause of complaints opened

Incorrect or misleading information given (8)

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The Financial Ombudsman Service

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Complaints Data

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Tandem Money

Open times

Tandem Money

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Tandem Money

Open times

Tandem Money

Open times

Tandem Money

Open times

Tandem Money

Our commitment to resolution

The Financial Ombudsman Service

Contact the Financial Ombudsman Service at:

Complaints Data

Can't find what you're after?

Your feedback
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