Complaints Policy

What to do if you’re not happy and what we’ll do to try and solve the issue

Customers like you are at the heart of Bumper, and we're committed to supporting you and providing the highest quality service we can. 

We’re always looking for ways to improve, so if you're not happy with our service we want to hear about it.  

If you’re not happy with our service 

If you would like to raise a concern or make a complaint, you can:  

  • Email us at complaints@bumper.co  

  • Call us on 0800 6120946 (Monday - Friday 8:30am - 5.00pm), or  

  • Write to us at: 

The Complaints Manager 

Bumper International Ltd 

32 Eyre Street 

Sheffield 

S1 4QZ 

To give us the best chance of resolving your complaint, we’ll need: 

Your account details 

A description of your complaint and how you think we could resolve it 

Any other relevant information, including your name and address and how you would like us to contact you 

Acknowledgement

We will confirm that we have received your complaint within 72 hours of us receiving it, we will then investigate, and we’ll try our best to resolve it within 5 working days (which for us are: Monday - Friday 8:30am - 5.00pm). 

If we haven't been able to resolve your complaint within 5 working days, we’ll get in touch and let you know what is causing the delay, who is dealing with it and when we will be able to update you further.

Investigating your complaint 

Your complaint will always be investigated by a member of staff of the appropriate level. We will investigate your complaint promptly and in a fair and consistent manner. Please note we may contact you, or other third parties (such as a dealership or garage), for additional information. 

Resolving your complaint 

We will analyse all the relevant facts of your complaint and come to a decision about whether your complaint should be upheld and, where appropriate, what remedial action and/or redress might be necessary.  

We will make every effort to do this as soon as possible but if we have been unable to resolve your complaint within 4 weeks of the date of your complaint, we will write to you explaining why and confirm the next steps we intend to take. 

Complex complaints 

If a complaint is particularly complex, it may take us a little bit longer to investigate and analyse it. 

We'll try our best to resolve your complaint as quickly as possible and we'll send you our final response within 8 weeks. If we can't resolve the issue in this time, we'll contact you to explain the delay and let you know when we are likely to have a solution for you.  

If you're unhappy with how we have handled your complaint at this point, you can refer it to the next level of escalation. 

Informing you of our decision 

We will inform you of the results of our investigation as soon as we are able and, in any event, no later than 8 weeks from the date of your complaint. 

Where your complaint is resolved after 3 working days, we will issue a Final Response Letter setting out reasons confirming: 

  • why we believe your complaint should be upheld and the intended settlement in light of this; or 

  • why we do not believe your complaint should be upheld but, depending on the circumstances, whether we may offer you a goodwill payment in recognition of any inconvenience you have suffered 

We hope to resolve your complaint to your satisfaction. However, if you have taken out one of our regulated products and you remain dissatisfied, following receipt of our Final Response Letter you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within 6 months of the date of this letter. 

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.  

The Financial Ombudsman Service will only consider complaints about regulated products and only once you have tried to resolve it with us, so please take up your concerns with us first and we will do all we can to help. 

Financial Ombudsman Service (“FOS”) 

You may contact the Financial Ombudsman using the details below: 

  • In writing to: 

The Financial Ombudsman Service 

Exchange Tower 

London 

E14 9SR 

Where else to go for advice? 

You may also like to speak to Citizen’s Advice who provide free, confidential and independent advice to help people handle issues they are dealing with.  

They can provide advice face to face, over the phone or by webchat, their details are:  

0800 6120946

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Bumper International Limited is authorised and regulated by the Financial Conduct Authority (firm reference number 1024048). This can be checked by visiting the Financial Services Register. Copyright © 2025 Bumper International Limited, 32 Eyre Street, Sheffield, S1 4QZ, UK Registration No. 08576711

Bumper International Limited is authorised and regulated by the Financial Conduct Authority for consumer credit activities (Number 1024048). Details on the Financial Services Register. PayLater is an interest-free regulated credit agreement provided by Bumper International Limited. No set-up fees. Late payment fees may apply. Borrowing more than you can afford, paying late or missing payments may negatively impact your credit score and your ability to obtain credit in the future. Credit is subject to status. 18+, UK residents only. Ts&Cs apply. If you are worried about borrowing or repayments, free and impartial debt advice is available from MoneyHelper at moneyhelper.org.uk.