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Complaints
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Financial Difficulties
Complaints
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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.

FCA Pause

Until further notice, the FCA have put in place a pause in responding to customers complaints about Motor Finance commissions. The pause is currently due to end on the 31st of May 2026. Click here for more info.

Complaints Data

Motor Finance
Home Loans
Personal Loans
Savings
HIL
Green Deal

Complaints received and dealt with by  

Tandem Motor Finance Limited

from the 1st January 2025 to 31st December 2025

Tandem Motor Finance Limited

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

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)

Complaints received and dealt with by  

Tandem Home Loans Limited

from the 1st January 2025 to 31st December 2025

Tandem Home Loans Limited

Credit related

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  

Tandem Personal Loans Limited

from the 1st January 2025 to 31st December 2025

Tandem Personal Loans Limited

Credit related

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

46.2

Number of complaints opened

197

Number of complaints closed

174

Percentage closed within 3 days

31%

Percentage closed after 3 days but within 8 weeks

69%

Percentage upheld

33%

Main cause of complaints opened

Irresponsible lending (68)

Complaints received and dealt with by  

Tandem Bank Limited (Savings and Home Improvement Loans)

from the 1st January 2025 to 31st December 2025

Tandem Personal Loans Limited

Banking and credit cards

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

1.3

Number of complaints opened

180

Number of complaints closed

182

Percentage closed within 3 days

52%

Percentage closed after 3 days but within 8 weeks

48%

Percentage upheld

46%

Main cause of complaints opened

App features/functionality (17)

Complaints received and dealt with by  

Tandem Bank Limited (Savings and Home Improvement Loans)

from the 1st January 2025 to 31st December 2025

Tandem Personal Loans Limited

Credit related

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

7

Number of complaints opened

489

Number of complaints closed

413

Percentage closed within 3 days

22%

Percentage closed after 3 days but within 8 weeks

73%

Percentage upheld

57%

Main cause of complaints opened

s75 – quality of goods/workmanship (182)

Complaints received and dealt with by  

GDFC Assets Ltd  

from the 1st January 2025 to 31st December 2025

GDFC Assets Ltd

Credit related

Number of complaints opened by volume of business

4.1

Number of complaints opened

35

Number of complaints closed

30

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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