Terms and Conditions
Ways to pay
The following Terms and Conditions relate only to new customers registering online. If you are an existing customer, please sign in to view the Terms & Conditions that relate to your own account.
The easiest way to make a payment is through our website. Visit "My Account" and click on "Account balance and payment" to pay with your debit or credit card. You can also pay in full when you place an order - just add a debit or credit card on the checkout page.
If your bank offers online or telephone banking you'll need to provide:
- our sort code - 40-11-56
- our account number - 00048704
- your customer number - which is on your statement
You can also pay over the counter in a bank branch using your payment slip as a giro credit form. Please ensure you get a proof of payment. Some banks may make a charge if you pay anywhere except a branch of your own bank.
Our payment line is open 24 hours a day, 7 days a week. You can contact us on 0871 231 2000 (Calls cost 13p per minute plus your phone company's access charge).
You will need:
- your card number
- type of card (e.g. Visa Debit/Maestro)
- the card expiry date
- the card verification number (the last 3 digits on the back of the card)
You can pay using your statement and the barcode above the payment slip in your local store or Post Office. We charge a standard fee of £1, which will appear on your next statement. Please make sure you get proof of payment and keep your receipt. If you use the giro slip rather than the Post Office barcode when paying at the Post Office, we'll charge a fee of £2.75 per transaction to your account.
Debit or credit card
Copy the long number from the front of your card into the boxes on your payment slip. Please don't write your card verification number (3 digits on the back of the card) onto any form. Fully complete the rest of the form and return it to us.
Pay for orders using PayPal
PayPal is a secure payment method you can use to pay for your order online.Simply pay online with your PayPal password and skip re-entering your financial information.
A PayPal account is needed to be able to use this method of payment.
- To sign up please visit: https://www.paypal.com/uk/webapps/mpp/home
Write your customer number on the back of the postal order or cheque and send it to us with your completed payment slip. Make cheques payable to "JD Williams".
Copy the long number from the front of your card into the boxes on your payment slip. Please don't write your card verification number (3 digits on the back of the card) onto any form. Fully complete the rest of the form and return it to us.
Deliveries & Returns Section
We have a range of different delivery options to suit you, different charges apply. We'll do our best to deliver where and when you want.
We are able to deliver goods to anywhere in the UK. Unfortunately we cannot deliver to addresses outside of the UK or to BFPO addresses.
We can deliver to your home or your office, or to a friend, relative or next-door neighbour. If ordering online you can set up an alternative delivery address. If ordering on the phone, tell our advisor and they will take the details from you. We have the right to refuse to deliver to a third-party address.
For online Standard Delivery orders, we offer Click and Collect for selected products via myHermes ParcelShop. ParcelShop is a group of convenience stores (Like Co-op or One Stop) who have signed up with Hermes to offer this service. ParcelShop accepts the parcel for you and holds it until you're ready to collect.
You can choose how quickly you would like to receive your items. Before you commit to buy, we'll let you know the delivery charge for your order. We add the charge to each order you place, even if you place multiple orders in one day and receive your items in the same parcel. The delivery times below assume the items are in stock. It may take longer for some items to arrive - like heavy furniture, large TVs, personalised items or things marked with an asterisk * in the catalogue, which are sent directly by the suppliers. They will need a valid daytime contact number for delivery.
We aim to deliver your items in 3-5 days.
We can offer Next Day Delivery on orders placed up to 10pm depending what you are ordering and your chosen delivery address. If you order online, we calculate the order cut-off time for you when you go to the checkout. If ordering by phone, just ask the advisor for the details. If ordering before noon on Saturday, you'll receive your delivery on Sunday. If ordering before 8pm on Sunday, you'll receive your delivery on Monday. If ordering after the cut-off, you'll receive the delivery a day later. Orders placed on a bank holiday weekend will generally be delivered on Tuesday. For more about deliveries around Easter and Christmas, please check our website or give us a call.
This allows you to choose a day and a preferred time slot for your delivery. You can choose Morning (up to 1pm) or Afternoon delivery. We'll make every effort to deliver in the timeslots but cannot guarantee this.
We offer Next Day Delivery and Nominated Delivery on a Sunday.
We make every effort to deliver goods on the day we specify. But we cannot guarantee delivery on that day nor can we accept any liability for out-of-pocket expenses, costs, losses or any other expenses due to failed or late delivery.
Supplementary delivery charges - Expensive or larger items may cost more to deliver. Next to these items in the catalogue, you'll see a symbol showing the delivery price.
Missing items - In most cases, orders you place will appear on your next statement. If you haven't received an item that appears on it, please let us know as soon as possible. We'll assume you've received an item unless you tell us within 56 days of the original order date.
Need to return something? Here's some helpful information.
You can return most items for any reason, with some exceptions. Before returning an item, please read about returns and exceptions in the "Your Rights" section.
Please complete the returns part of the advice note that came with your order. This helps us understand why you are returning the item and helps us provide your refund quickly.
If the item was part of a special promotion (like "buy one, get one free"), please return all the items in the deal. If you don't, we may not be able to give you a full refund.
To order a replacement or exchange item, please use our website or call our orderline. There are 4 recommended ways to return your item to us. Whichever way you choose, it's essential that you get a receipt or proof of postage. If you don't have this and your parcel goes missing, we won't be able to refund your account.
Large items such as furniture will need to be collected by courier.
Please don't send any payments with your returned goods.
Recommended ways to return:
The courier that made your delivery can also collect from you. You can arrange collection by calling them directly, visiting our website, or calling our enquiry line and selecting option 1.
This is a really convenient way to return your items as the myHermes ParcelShops are open early in the morning and late at night. You can find your nearest one at www.myhermes.co.uk/parcelshopfinder. You'll need to use the myHermes ParcelShop address label on your advice note.
Return your parcel through a national network of fully automated parcel lockers that are available 24/7. Simply print a label, attach it to your parcel and drop it off at your preferred locker at a time that suits you.
To find your nearest InPost Parcel Locker, print your returns label and track your parcel, click on "Arrange a Return" and follow the simple steps while logged into your online account.
To find your nearest one, go to: www.postoffice.co.uk/branch-finder. You'll need to use the Royal Mail portion of the return address label on our advice note.
Any other methods will be at your own expense.
You can return most items for any reason, with some exceptions (see "Product Exceptions"). Items must be returned to us in a new, unused condition and in the original packaging. Unless you have told us you wish to cancel your order (see "Cancelling orders"), you must return the item to us within 28 days of receiving it. Please allow enough time for postal or courier services to reach us.
You can cancel an order up to and including the 14th day after its delivery day for any reason, with some exceptions (see "Product exceptions"). You'll need to tell us clearly if you wish to cancel your order - you can use our cancellation form if you wish. Please send back the items no later than 14 days after telling us you wish to cancel. Please take care of the items. We reserve the right to reduce the refund amount if the value of the items is reduced by your actions.
If you return all the items in an order, we'll refund the cost of the returned items plus the delivery charge (excluding any additional charges for Nominated Delivery or Next Day Delivery). However, if the return is made via our courier or through a myHermes ParcelShop, we'll charge you a return fee and deduct it from your refund. The return fee won't be more than the original delivery charge. Returning the item by any other method is entirely at your cost.
If you have bought a warranty for the items you are returning, please read the warranty documents for details of how to cancel it if you want to.
Unless faulty, the following items cannot be cancelled or returned - bespoke, customised or personalised items; items sealed for health or hygiene reasons if unsealed; and sealed audio, video or software recordings if unsealed. When returning Apple items please remove your iCloud ID so you are not locked to iCloud. Items that are locked to iCloud when returned may not be fully credited back.
If anything you order from us fails prematurely due to defective workmanship or materials, we would be happy to offer a full or partial refund, repair or replacement as appropriate in the circumstances. Please contact us to arrange return of faulty items.
If you wish to return an item which has been installed or connected (as part of delivery), installation charges will not be refunded.
We describe every item on our website as accurately as we can. However, occasionally product description or pricing errors occur. If after you have submitted your order we discover such an error or the item ordered becomes unavailable we'll do our best to inform you at the earliest opportunity. You may then choose whether to proceed with your order or to cancel it. If we cannot contact you, we may treat your order as cancelled. All orders are subject to our acceptance. We accept your order and form the contract between you and us only when the goods are despatched to you. Finally, all our products are subject to availability - we cannot supply what we do not have.
We aim to get it right first time, but if we make a mistake we'll try to put it right promptly. If you have a question or complaint, please call our Enquiry Line on 0345 026 3900 and one of our advisors will be happy to help you; we'll do our utmost to work with you to reach a satisfactory outcome over the phone. If we can't, or we need to investigate further, we'll confirm receipt of your complaint within 5 working days and, in most cases, resolve the problem within 4 weeks.
Complex complaints can take a little longer. In this case, we'll always let you know when to expect an answer. If, together, you and we have not reached an agreement within 8 weeks, we'll give you information about the Financial Ombudsman Service.
You can contact us at any time while your complaint is being investigated, by writing to Customer Complaints Manager, Complaints and Customer Relations Department, JD Williams, Griffin House, 40 Lever Street, Manchester, M60 6ES. Don't forget to include your Customer Number so we can find your records quickly.
We subscribe to the Mailing Preference Service and the Telephone Preference Service.
For staff training and for quality control purposes, your calls may be monitored or recorded.
Your Personal Account
Our most popular payment method is with a Personal Account. Every 28 days we will send you a statement and a payment slip by post. The terms applying to the credit we provide are detailed below
Your statement shows:
- What items we've sent to you
- The payments you've made during the period
- Any outstanding balance
- Your minimum payment
- The date the minimum payment is due
- What it costs
1. Who provides the credit?
We are J D Williams & Company Ltd and we provide the credit. This credit agreement is between you and us. Our registered office is Griffin House, 40 Lever Street, Manchester M60 6ES.
2. What type of agreement is this?
This is an ongoing agreement for running account credit. This means that, subject to remaining within your credit limit, you can re-borrow money as you repay. We provide credit to you under this agreement when you order goods from us and we allow you time to pay. Your agreement doesn’t have a fixed end date.
3. What is my credit limit?
Your initial credit limit is based on your circumstances and we’ll review it regularly. At our discretion, we may increase or decrease your credit limit but we’ll let you know when we change it.
You can reduce your credit limit or refuse an increase at any time. You can do this by contacting us. The most up to date contact details can be found online or on your statements.
You can order items or services from us up to your credit limit, but for certain items, we may require an additional payment to your account before it can be purchased on your credit account.
4. What is my interest rate?
Your standard interest rate is 24.99% per year variable and will apply for the duration of the agreement unless we change it. We may offer you a promotional interest rate from time to time, which you can read about in section 9.
5. What is the APR and how much could this cost?
The APR for your account is 24.9%APR variable. Below is the assumptions we have used in calculating your APR and an indication of how much using your account might cost you:
- Your credit limit is £750
· You immediately order items up to the value of your credit limit
· You repay us in 12 equal monthly payments including the interest due
· The standard interest rate on your account does not change,
· Both of us fulfil the obligations of this agreement and the agreement remains in place for the whole 12 months
In these circumstances, the total amount you would repay is £825.69.
6. What fees and charges apply?
If your payment does not reach your account by the due date shown on your statement, we reserve the right to charge you an administration fee of £12. This fee covers the cost of us reminding you to make your payment. If you fall behind with your payments and we have to take further steps to recover the money, we may also recover the reasonable costs that we or any collection agency have in recovering it.
We will apply a charge of £12 to your account to cover costs incurred as a result of a dishonoured or bounced payment.
If you make a payment via a Payzone or Post Office outlet using the barcode on your statement, we’ll charge a £1 fee. If you use the giro slip when paying at the Post Office, we’ll charge a fee of £2.75.
7. Will the interest rates, fees, charges or agreement change?
We may change or introduce new interest rates, fees, charges and minimum payment calculations for the following reasons:
· Changes in the cost of providing the service
- Changes in the cost of funds or base rates
· Changes to law, regulation, or other external factors that may affect you
· Changes needed to operate our business in a profitable and prudent manner
· Changes in the risk make up of customers or the overall mix of fees and charges applied, or both
As well as the above we may also change this agreement to:
- Reflect new technology or changes to our systems or
- Change our services or how we operate
We’ll give you at least 21 days’ notice before making the change. If we make a change that will benefit you we may make it immediately and tell you about it afterwards.
8. How do we charge you interest?
If you pay the full balance shown on your statement by the payment due date then you will not be charged any interest on the statement that follows. If you choose not to pay your full balance before the due date, we’ll charge interest from the date each transaction or charge is added to your account until the balance is paid in full. We calculate interest on an average daily balance basis and charge it to the account on your statement date. This means that we will take any payments you have made during that statement period into account to reduce the amount of interest you are charged. The earlier you make your payment, the less interest you will be charged. If you pay at least the minimum payment each period you will pay off all the interest added to the account that period but, if you don’t, we will charge interest on that interest as well as on transactions added to your account. When we calculate your interest, we round it to the nearest penny.
9. How do promotional interest rates work?
We may offer you a promotional interest rate. To allow you to decide whether to accept the promotional offer we will provide you with the following information in advance:
- the promotional interest rate
- how long it will last for (the promotional period)
- how the promotion works
- any other special terms and conditions
Where you take advantage of the promotional rate, we’ll use it to calculate the amount of interest you owe on anything you buy during the promotional period in the same way we calculate interest as described in section 8. If you fail to keep to the terms of this agreement, we may withdraw promotional rates and resume interest charging at the standard rate.
10. How do payment holidays work?
We may offer you the option to take a payment holiday. A payment holiday allows you not to make your minimum payment shown on your statement for a specified period of time. We’ll tell you the period of time in the offer. If you decide to take this option, we’ll still charge you interest as described in section 8.
11. How and when will we send communications?
We’ll produce a statement for you every 28 days if there is a balance or activity on your account. You are responsible for checking each statement you receive. You should let us know straight away if:
- You don’t receive a statement when expected
- You think something is incorrect on your statement
We may communicate with you by phone, or by sending you notices, copies, letters and other communications by post, free text email or by attaching a document to an email address you have provided to us for the purpose of communicating with you. If you change any of your contact details (for example postal address, email or phone number) that you’ve provided to us, you must let us have the new information as soon as you can.
We’ll always communicate with you about this agreement in standard format. If you need your communications in an alternative format, such as large print, please let us know.
12. When will items ordered or returned appear on your statement?
As soon as you place an order we’ll reduce your available credit (the amount you have to spend) by the value of the goods or services you have ordered. If you place an order after the date we have generated your statement, your order information will appear on your next statement.
Items are not added to your balance until they have been despatched. We may despatch individual items from a single order on different days and they will be presented in this way on your statement/online transaction record.
If you return an item/s we will credit the balance on your account by the value of the item/s you were charged.
If you return an item we do not treat this as a payment, you will still need to make at least the minimum payment by the due date shown on your statement unless the value of the returned item/s clears your balance.
13. How and when do you need to make payments?
Providing you are actively using your personal account, we’ll send you a statement every 28 days which includes information such as:
· Items you’ve bought or returned
- Payments you've made during the period
- The outstanding balance
- Your minimum payment (including any overdue payments)
· The due date for your minimum payment
Each time you receive a statement you need to pay at least the minimum payment shown by the payment due date. Your minimum payment will be the greater of:
- 5% of your balance; or
If your balance is less than £5 we’ll ask you to pay it all. Your minimum payment calculation excludes any overdue amounts owed from any previous periods. When we calculate your minimum payment, we round it to the nearest penny.
You can find information on ways to pay and how long they take online, or on your statement but please be aware that some payment methods can take up to 7 days to reach your account. Some payment methods will attract a fee, which you can read about in section 6.
We may suggest using continuous payment authority to debit your card as an alternative payment method. If you agree to this option, you authorise us to debit the card you provided at the time. This will allow us to take agreed payments directly from your bank account. We’ll do this up to the date of any other payment arrangement we agree or until you cancel the arrangement (which you can do by contacting us). We’ll take the minimum payment due each period, or another agreed amount if you are making reduced or alternative payments to pay off any arrears. We’ll let you know if we can’t take any agreed payment in this way. If your card issuer refuses payment, we won’t request any further payments until we have spoken to you. We’ll never insist that you set up a continuous payment authority as a condition of us accepting lower or rescheduled repayments.
14. How are your payments allocated?
If the amount you pay is less than the full balance outstanding then we will allocate your payment in the following order:
· Payments due for any account or purchase protection insurance
· Any unpaid arrears amounts
· The remaining balance shown on your statement.
We will apply your payment first to amounts on your account which we charge at the highest interest rate followed by amounts we charged at lower rates. In each case, interest and charges are paid off first. If amounts are charged at the same interest rate, we will apply your payment to the oldest amounts first.
15. What happens if you don’t make a payment?
Missing payments can have serious consequences, which include the following:
- Administration fees as explained in section 6
· If you have a balance on a promotional interest rate we will move it to the standard interest rate
· We’ll stop you using your account to shop with us
· The amount you owe will increase
· We’ll let the credit reference agencies know, which may make getting credit more difficult for you
· Serious arrears may result in us obtaining a court order against you to enforce payment.
16. What happens if you’re struggling to pay?
If you’re having difficulty making payments, please contact us as soon as possible to discuss the situation. If you have two or more J D Williams personal credit accounts we may, if you agree, join the accounts into one to make repayment easier. If you fail to make any payments when they are due we can require that you pay the whole amount you owe immediately after the notice required by law. If you fall into serious arrears, we’ll consider making other arrangements with you.
17. Under what circumstances would this agreement end or be restricted?
If you change your mind about the account, you have the right to withdraw from this agreement without giving us a reason. You can do this by contacting our Credit Correspondence Team;
By phone: 0161 386 2226
By email: firstname.lastname@example.org
In writing: Credit Correspondence Team, J D Williams & Company Ltd, 40 Lever Street, Manchester, M1 1BB.
You have 14 days to do this, which starts from the day after the date the agreement is made. If you withdraw, you must repay any credit that you have used to buy goods and services without delay and no later than 30 days after telling us you want to withdraw.
You can repay all or some of the sums due under this agreement at any time by contacting us and making a payment.
If you want to end the agreement outside of the withdrawal period described above you can do this at any time, free of charge, by giving us one month’s notice. You can do this by writing to us at the address above and by repaying the balance on your account at the same time.
If no transactions appear on your account for two years, we will take steps to close it. We will notify you in advance of this happening.
We can suspend, restrict or terminate this agreement at any time. We may terminate the agreement immediately if:
- You break the terms of the agreement
- As a responsible lender we think it’s the right thing to do
- For any reason that is justified as fair and reasonable
If we are terminating the agreement, we will normally give you two months’ notice. If we are suspending or restricting your account we may implement the change before telling you, but we will let you know as soon as possible afterwards.
We may suspend, restrict or terminate your right to credit at any time for any reasons that are justified as fair and reasonable. If we do so, we will write to you to tell you before or immediately afterwards, unless the law says we do not have to, for example if doing so might stop the prevention of a crime.
18. How can you complain?
If you have a complaint, please contact us in the first instance and we will make every effort to resolve matters to your satisfaction. You can do this by contacting us. The most up to date contact details can be found online or on your statements. You can also refer the matter to the Financial Ombudsman Service for independent investigation. Their contact details are:
Phone: 0800 023 4567
Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Website: www.financial-ombudsman.org.uk .
You can view our complaints procedure in the policy pages of your catalogue or on our website. You may also request a copy of our complaints procedure.
19. Can we transfer this agreement?
We may transfer all or any of our rights and duties under this agreement at any time to anybody that holds the necessary authorisation. This will not affect your rights under this agreement including your legal rights.
20. What is the governing law and who regulates us?
The law of England and Wales governs this agreement, which is subject to the non-exclusive jurisdiction of the English and Welsh Courts. If any part of the agreement is found to be legally invalid or unenforceable this shall not affect the rest of it, which shall remain in full force and effect.
We are supervised under the Consumer Credit Act 1974 by the Financial Conduct Authority of 25, The North Colonnade, Canary Wharf, London E14 5HS. (Authorisation No: 311618). JD Williams & Company Limited is authorised and regulated by the Financial Conduct Authority.
Other useful information
We are proud to belong to the Ethical Trading Initiative. This unique alliance of retailers and suppliers, trade unions and non-governmental organisations aims to improve the working conditions of the people who make our products, wherever they are in the world.
Our Code of Conduct issues a set of core principles. Our suppliers must follow these to ensure our products are made in safe working conditions and the people who make them are treated fairly and paid a fair wage. It is based on the Ethical Trading Initiative Base Code (www.ethicaltrade.org/eti-base-code), which in turn is based on the International Labour Organisation's conventions, and sets worldwide standards of labour practice.
We regularly check our suppliers by using certified audit companies as well as our own resources. We recognise our responsibility to act ethically wherever in the world we source our products.
We are working on several projects alongside other retailers in important supply chains around the world.
- Employment is freely chosen
- Freedom of association and the right to collective bargaining are respected
- Working conditions are safe and hygienic
- Child labour shall not be used
- Living wages are paid
- Working hours are not excessive
- No discrimination is practised
- Regular employment is provided
- No harsh or inhumane treatment
As part of our commitment to our customers, we have recently joined the ICS. This is the independent professional membership body for customer service. It delivers high quality, tangible benefits to organisations and individuals, so that we can improve our customers' experience.
If we supply an item with free installation, or you buy the installation option, we'll install and connect your new appliance to an existing suitable site and utilities only (i.e. to modern standard fittings within 1 metre of the appliance). You can get more details on request. We will not do any fitting, building, plumbing or electrical work. We will not disconnect your old appliance - please arrange this yourself in advance. Electrical cookers will be installed by a qualified driver when delivered. Gas and dual fuel cookers must be installed by a Gas Safe registered engineer. We'll arrange an appointment for this when contacting you for a delivery date. Installation charges are non-refundable. Your statutory rights are not affected.
As part of our delivery and installation service we'll:
deliver and connect your new TV to existing electricity and aerial points subject to geographical location.
tune your TV to all available channels in your area (HD channels only available if your TV has a freeview HD tuner).
reconnect up to two more vision units using the cables provided (e.g. DVD players, Sky or cable boxes).
test everything to make sure it is working.
We will install and connect to a suitable existing site only. You can get more details on request. We won't do any building, wall-mounting or electrical work. Our service does not include disconnecting and removing your old appliance - please arrange this yourself in advance.
Electrical & electronic equipment
An EU directive is in place relating to recycling waste electrical and electronic equipment ('WEEE'). WEEE should not be disposed of with general domestic waste as sending this to landfill harms the environment. WEEE should instead be disposed of via the proper channels in order for items to be recycled; this saves energy and resources and avoids hazardous materials from WEEE going to landfill. Under the EU directive the UK must minimise the amount of WEEE which is disposed of as unsorted municipal waste and achieve a high level of separate collection of WEEE. On items of electronic equipment which you buy you will see the symbol:
This symbol means you should not dispose of this product in your dustbin with your mixed domestic waste. You should dispose of this product separately. We have joined the national distributor 'take back' scheme operated by Valpak. This scheme promotes a network of collection facilities where you will be able to dispose of WEEE free of charge and it will be sent for recycling. We do not offer in-store take back, so our couriers and delivery drivers won't be able to take away your waste electrical equipment from you. For information on your nearest collection facility please visit www.recycle-more.co.uk or call 03450 682 572. Alternatively, contact your local authority. In helping to separately collect WEEE you will be playing a key role in ensuring that recycling as required by these rules takes place and the amount of WEEE being land-filled is reduced, thereby helping to improve the environment. www.recycle-more.co.uk also offers top tips and advice on all aspects of recycling, making it easier and quicker to protect our environment and recycle more!
JD Williams offer a free of charge take back scheme for all waste portable batteries. Simply bring back your waste batteries in person (batteries cannot be posted) to: JD Williams, Griffin House, 40 Lever Street, Manchester M60 6ES. A waste portable batteries collection container is situated at security in which waste portable batteries can be deposited. Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com
It is against the law for us to sell certain items to people less than 18 years of age. These include DVDs, Blu-rays and video games with an 18 certificate, knives and alcohol.
FCA Complaints report
Complaints Publication Report
Firm Name: J D Williams & Company Limited
Period Covered in this report: 1st September 2017 to 28th February 2018
Brands / Trading Names covered: All You Need, Ambrose Wilson, Classic Confidence, Classic Detail, Comfortably Yours, Country Garden, Crazy Clearance, Discount World, Fashion World, Fabrici, Fifty Plus, Heather Valley, High and Mighty, Home Essentials, Home Shopping Direct, House of Bath,Inspirational Home, Jacamo, JD Williams, Julipa, Marisota, Naturally Close, Nightingales, Oxendales, Premier Man, Selections,Shapely Figures, Shoe Tailor, Simply Be, Simply Yours, That's My Style, The Brilliant Gift Shop, Special Collection, The Value Catalogue, Trading Post, Viva La Diva, Williams and Brown, Feelgood Essentials, The Kids Division, Figleaves
|Product Grouping / Servicing||Contextualised Complaint Numbers||Number of Complaints Opened||Number of Complaints Closed||percentage closed within 3 days||percentage closed after 3 days but within 8 weeks||Percentage Upheld||Main Cause of Complaints Opened|
|Credit Related||1.48 Complaints per 1,000 accounts||4268||4243||24.02%||58.54%||21.66%||N/A|
|Insurance and Pure Protection||8.77 Complaints per 1000 policies sold||7363||5404||22.11%||61.36%||21.39%||N/A|
Claims Ratio for J D Williams & Company Limited
The Claims Ratio for payment protection insurance is between: 11% and 20%