COMPLAINTS POLICY

At Flexible Finance (UK) Ltd we pride ourselves on the high level of service we offer to you. You should always find your dealings with us to be friendly, professional and consistent.

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If, however, you find yourself to be unhappy with any aspect of the service provided by us, please contact one of our advisors in the first instance, as they will be more than happy to help and will do their best to put things right as soon as possible.

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Our complaints procedure is designed to provide you with efficient and effective resolutions to any issues you may have with any aspect of our service. We promise to:

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• Listen to your complaint in full.

• Understand the issue you have raised.

• Resolve the issue as soon as possible.

 

How to Complain

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• Contact us on the telephone number or email address below, and we will deal with your complaint immediately.

• If your complaint is one that we can resolve within 3 business days, we will contact you to explain the outcome of our investigation and any proposed resolution.

• Should we believe that it will take longer than 3 business days to respond to your concerns, we will send you written acknowledgement of your complaint within 24 hours of receipt. At 4 weeks, if we have been unable to answer your complaint, we will send you a holding letter explaining our progress.

• If after 8 weeks we have been unable to provide you with a final response, we will write to you explaining why and when you should expect to receive our final response.

• In all cases, we will ensure that you are kept fully up-to-date with the progress of your complaint.

 

We are hopeful that in most cases we will be able to resolve any issues that may arise by working closely with you to address them.

However, should you feel that your complaint has not been dealt with satisfactorily, you have the option of contacting the Financial Ombudsman Service (FOS), who may be able to take your complaint further. You have 6 months from the date of our final response to refer your complaint to FOS (https://www.financial-ombudsman.org.uk - 0800 023 4567).

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Compliance Manager
Flexible Finance (UK) Ltd

Office 26, The Orion Suites

Enterprise Way

Newport

NP20 2AQ

T: 01633 746201
E: complaints@flexiblefinanceuk.co.uk