Notice to customers: Please be aware that following the recent Supreme Court judgment in relation to Motor Finance commissions, Tandem are awaiting further guidance from the Financial Conduct Authority in relation to next steps. All complaints will be progressed in accordance with FCA guidance and timelines, with outcomes expected to be communicated early next year. If you would like to contact us to make a complaint, please email complaints@tandem.co.uk. You are encouraged to keep visiting our website to stay up to date with any further information and guidance as we receive it.

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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.

Complaints Data

Complaints received and dealt with by  

Tandem Motor Finance Limited

from the 1st January 2024 to 31st December 2024

Tandem Motor Finance Limited

Credit related

Number of complaints opened by volume of business

Provision (1) (at reporting period end date)

Intermediation (within the reporting period)

42.4

N/A

Number of complaints opened

1085

Number of complaints closed

758

Percentage closed within 3 days

37%

Percentage closed after 3 days but within 8 weeks

55%

Percentage upheld

40%

Main cause of complaints opened

Commission (454)

(1) Provision – these are the number of complaints per 1000 active accounts as at 31st December 2024

Complaints received and dealt with by  

Tandem Home Loans Limited

from the 1st January 2024 to 31st December 2024

Tandem Home Loans Limited

Credit related

Number of complaints opened by volume of business

Provision (1) (at reporting period end date)

Intermediation (within the reporting period)

11.4

N/A

Number of complaints opened

274

Number of complaints closed

245

Percentage closed within 3 days

31%

Percentage closed after 3 days but within 8 weeks

68%

Percentage upheld

37%

Main cause of complaints opened

Irresponsible Lending  (38)

(1) Provision – these are the number of complaints per 1000 active accounts as at 31st December 2024

Complaints received and dealt with by  

Tandem Personal Loans Limited

from the 1st January 2024 to 31st December 2024

Tandem Personal Loans Limited

Credit related

Number of complaints opened by volume of business

Provision (1) (at reporting period end date)

Intermediation (within the reporting period)

45.5

N/A

Number of complaints opened

336

Number of complaints closed

312

Percentage closed within 3 days

39%

Percentage closed after 3 days but within 8 weeks

61%

Percentage upheld

30%

Main cause of complaints opened

Irresponsible lending (128)

(1) Provision – these are the number of complaints per 1000 active accounts as at 31st December 2024

Complaints received and dealt with by  

Tandem Bank Limited (Savings and Home Improvement Loans)

from the 1st January 2024 to 31st December 2024

Tandem Bank Limited (Savings and Home Improvement Loans)

Banking and credit cards

Credit related

Number of complaints opened by volume of business

Provision(1) (at reporting period end date)

2.2

6.3

Intermediation (within the reporting period)

N/A

N/A

Number of complaints opened

327

503

Number of complaints closed

325

548

Percentage closed within 3 days

53%

17%

Percentage closed after 3 days but within 8 weeks

47%

71%

Percentage upheld

72%

71%

Main cause of complaints opened

Payment Event (142)

S.75 Remedial Work - Retailer Ceased Trading (160)

(1) Provision – these are the number of complaints per 1000 active accounts as at 31st December 2024

Complaints received and dealt with by  

GDFC Assets Ltd  

from the 1st January 2024 to 31st December 2024

GDFC Assets Ltd

Credit related

Number of complaints opened by volume of business

Provision (1) (at reporting period end date)

Intermediation (within the reporting period)

3.2

N/A

Number of complaints opened

28

Number of complaints closed

26

Percentage closed within 3 days

23%

Percentage closed after 3 days but within 8 weeks

58%

Percentage upheld

38%

Main cause of complaints opened

S.75 Remedial Work - Retailer Ceased Trading (9)

(1) Provision – these are the number of complaints per 1000 active accounts as at 31st December 2024