Customer complaints handling procedure

(Revision 1.1)

The customer is informed of our complaints handling procedure in the following places:

i)                   On the website – where our procedure is shown

ii)                 In the terms and conditions of the loan agreement (paragraph 7)  

 

The Procedure

  1. If you wish to make a complaint about FundingSecure, you should follow the following procedure outlined below.
  2. If you want to make a complaint about FundingSecure you can email customerservices@FundingSecure.com, with brief details of your complaint and your username. Our Customer Service staff will acknowledge your complaint by email within 1 business day. They will then investigate and send you an initial response, having had access to an officer with the authority to settle the complaint (including, where appropriate, an offer of redress). Where appropriate, the member of staff investigating the complaint will not be any staff member who was directly involved in the subject matter of the complaint. This should take no longer than five business days, but most complaints may well be resolved by close of business on the business day after the complaint is received. If the complaint is not resolved by close of business on the business day after the complaint is received, we will send you a copy of this complaints handling procedure. If you are not satisfied by our response, you must contact the Customer Services Manager, who will respond by email within a further five business days.
  3. If you are not satisfied with the response from the Customer Services Manager, you can email customerservices@fundingsecure.com, enclosing the responses already given to you. Your email will then be referred to the Managing Director, who will respond by email within a final five business days.
  4. Within four weeks after receiving a complaint, we will send you either a final response or a response which explains why we are not in a position to resolve the complaint and indicates when we will make further contact. Complaints that we cannot settle within 8 weeks after the date of complaint may ultimately be referred to the Financial Ombudsman Service.

 

Contact us

0800 690 6568 / 0118 324 3190 9am - 5pm

E-mail: customerservices@fundingsecure.com

Address: FundingSecure, 52A London End, Old Beaconsfield, Buckinghamshire, HP9 2JH


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Company Number: 8120200 / Authorised and Regulated by the Financial Conduct Authority