At Finance Advice Helpline Limited we strive to provide a high standard service, but there may be some instances where you are dissatisfied with our service. We take all complaints seriously and invite your concerns so that we can improve our services in the future. In the instance you have a criticism with the service provided from your appointed legal representative, you will be directed to their complaint’s procedure. However, we will take your concerns into consideration when deciding on conducting future business with the legal representative.
How to make a complaint:
You can make a complaint in writing, by letter, email or verbally over the phone or in person. When making a complaint you should explain your concerns alongside providing data such as your name or reference number to enable us to locate your records. This information will allow us to investigate your concerns as soon as possible. A complaint can be lodged with our nominated complaints handler: Mr Daniel Brito on the below:
How we handle your complaints:
Your complaint will immediately be assigned to Daniel Brito who will gather all the relevant information to investigate your complaint. There may be a need to contact you. All information relevant to your complaint will be obtained and reviewed. For instance, if your complaint is in relation to receiving a call, your opt in consent will be investigated and obtained. If your complaint is in relation to the service provided from your legal representative, we will gather relevant information, alongside directing you to their complaint’s procedure. Your legal representative is authorised by the Solicitor Regulation Authority (SRA); therefore, they are required to comply with their regulatory requirements.
We will acknowledge your complaint within 5 working days which includes contact details, should you wish to liaise further at any time during the investigation.
We then have 8 weeks from the date we receive your complaint to provide you with an outcome of our complaint’s investigation. If after 8 weeks, we are unable to resolve your complaint, we will write to you providing an update on the progress and inform you when we expect to provide you with a final response. We aim to resolve the complaints within the given timescales but if we are unable to do so, we will write to you again, providing details on the progress of your complaint. If the conclusion of our complaints investigation shows that you have received an unsatisfactory service or have suffered a material loss as a result of the service we provided, we will make proposals to put this right. If this is not the case, we will write to you setting out how we reached our decision.
You will receive a final decision letter which will provide a full account of our investigation and of our conclusion. Where redress is appropriate, we will outline exactly the form of redress.
If you are not satisfied with the outcome or do not agree with the conclusion of our investigation you have the right to appeal the decision. You can take your complaint directly to the Financial Ombudsman Service by letter, email or telephone. You can also take your complaint to the Financial Ombudsman Service if you do not receive an outcome within the timescale.
Please note that you have 6 months to escalate your complaint to the Financial Ombudsman Service from the date of receiving your final response or of the 8-week deadline.
You can contact the Financial Ombudsman Service by:
Post: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR
Email: [email protected]
Telephone: 0800 023 4567