We strive to meet our customers' expectations in every aspect of our business. However, we understand that sometimes things go wrong. We take all concerns and complaints seriously and will work with you to resolve any issues you raise. We encourage customer feedback and welcome the opportunity to put things right where you are unsatisfied.
Our complaints procedure allows us to investigate your concerns and for you to provide additional information so that we can address the problem as quickly and effectively as possible. Our adherence to a structured complaints process enables us to improve our service and ensures that our customers can communicate with us effectively.
We take every opportunity to resolve complaints at the initial point of contact. Immediate resolution is always attempted where possible and where little or no investigation is required. We aim to resolve most face-to-face and telephone issues in this manner.
Our Complaints and Quality Assurance Officers are trained to deal with your issues and are equipped to resolve your complaint relating to their area of service or expertise. However, should you feel that your concerns remain unresolved, you will be offered the option of making a formal complaint. Our complaint-handling process is simple and easy to use. Once you have lodged a formal complaint with us, we will: -
· Assign your complaint to our Complaints Officer, who will record your complaint on our Complaint Log ;
· Assign your complaint a unique reference number and provide you with a written acknowledgement;
· Assess your complaint and investigate the matter fully;
· Where applicable, refer your complaint for further investigation with an expert on the subject matter and issues raised;
· Where applicable, contact you to request clarification or additional information;
· Provide you with a final written response containing details of our investigation, the findings and any actions taken as a direct result of your complaint;
· Provide details of who you can contact should you be unhappy with our final decision.
When you submit a formal complaint to us, we follow our formal complaints procedure to ensure that all issues and concerns are addressed quickly and effectively. When you lodge a complaint with us, you can expect: -
· To have your complaint resolved in a timely, effective, and fair manner;
· An experienced and trained officer to deal with your complaint;
· A written acknowledgement within three (03) working days of your formal complaint being received;
· All responses to be made (or followed up) in writing;
· Your complaint to be fully investigated in an independent and compliant manner;
· To receive our findings and final decision within eight (08) weeks of receiving the initial complaint;
· To be provided with the details of our investigation and findings regarding the issues you have raised. This includes providing the measures and actions we have taken as a direct result of your complaint;
· To be kept updated on our progress if we are unable to provide a satisfactory response within our target response times;
· To be provided with details of any relevant ombudsman should you not be happy with our final decision.
We always aim to respond to your complaint as quickly as possible. As soon as a formal complaint has been received, we will send you a written acknowledgement (or email where requested) within 3-working days.
Below are our approximate timelines and expectations for investigation, responses and final resolution. However, each complaint is different, and there may be times when we, or you, need additional time to ensure a satisfactory response.
All investigations take place within six (06) weeks of the initial complaint being received. We aim to send our final response (decision letter) to you within 8-weeks. Where this is not possible, you will be provided with an interim update letter. This will provide information on how long we expect the investigation to take and any reason(s) for the delay.
If you are dissatisfied with the progress of the investigation into your complaint or our final decision, you may refer your complaint to the financial ombudsman service. Contact details for the Financial Ombudsman Service can be found below:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
www.financial-ombudsman.org.uk
If your complaint concerns processing your personal data and you remain dissatisfied with our actions, you have the right to lodge a complaint with the Information Commissioner. The Information Commissioner's Office (ICO) can be contacted at: -
Information Commissioner's Office
Wycliffe House, Water Lane
Wilmslow, Cheshire
SK9 5AF
Telephone: 0303 123 1113 (local rate) or 01625 545 745 (national rate)
Fax: 01625 524 510
Email: enquiries@ico.org.uk
Copyright © 2023 FINASDDEE Loans - All Rights Reserved.
FINASDDEE Loans is the trading name of FINASDDEE Credit Line UK LTD, Registered in England and Wales No. 12615918. Registered Office: Unit 103, Cariocca Business Park, 2 Sawley Road, Miles platting, manchester, M40 8BB.