Complaints Procedure

Introduction

The following information summarises how we will handle complaints relating to ‘regulated activities’ which are governed by the rules of the Financial Conduct Authority (“FCA”)

We aim to provide you with the services that meet your needs.  If we make a mistake or we fail to meet your expectations in some way, we want the opportunity to put things right as quickly as possible.

How to submit a complaint

If you have a complaint about the service provided by Affiniti Finance, please contact us, providing as much information as possible about the nature of your complaint.

You can contact us, either, by telephone on 01244 295 007 or email support@affinitifinance.co.uk or in writing to:

Complaints Department

Affiniti Finance

The Meadows

Church Road

Dodleston

CH4 9NG

 

What you can expect from us when we deal with your complaint

Acknowledgement

We will acknowledge your complaint promptly, unless it can be resolved within three business days.  For complaints which can’t be resolved within three days we will resolve it at the earliest opportunity with the aim of doing this within eight weeks of receiving the complaint.

Where we can provide a final response immediately, the acknowledgement may be combined with the final response. 

Investigation

We will complete a thorough and objective investigation in relation to the complaint you have raised.  In some instances, we may ask you for further information or to provide authority for us to contact third parties.

We will keep in touch with you regularly when we are dealing with your complaint.  You will always know the name of the person dealing with your complaint and you can contact them directly with any questions you have.

Our aim is to assess your complaint fairly, consistently and promptly to determine whether it should be upheld.  If it is upheld, we will decide what remedial action or redress may be appropriate.

In exceptional circumstances, we may need additional time to investigate your complaint, we will keep you informed if this is the case.

Referring a complaint to another firm

If you complain to us but we are satisfied that your complaint really relates to another firm, we will refer the matter on to that firm so that they can consider your complaint.  We will do this promptly and tell you what we have done, providing you with the other firm’s contact details.

Our final response

We will send a final response to you within eight weeks or, at the end of the eight-week period from the date we received your complaint.

The final response will either

  • Uphold your complaint and, where appropriate, offer redress or
  • Reject the complaint and give reasons for doing so

The final response letter will also include your right to refer the complaint to the Financial Ombudsman Service if you are not satisfied with our response.  It will include a copy of the Financial Ombudsman Service’s leaflet.

If you remain dissatisfied with our response to your complaint

If you are not happy with our response or you do not hear from us within eight weeks, the Financial Ombudsman Service may be able to help you: –

Financial Ombudsman Service

Exchange Tower

Harbour Exchange

London

E14 9SR

You can also submit your complaint to them via the internet https://help.financialombudsman.org.uk/contact-us/complain-online  

You can also contact the Financial Ombudsman Service by telephone on

0800 023 4567

Monday – Friday 8am – 8pm, Saturday – 9am – 1pm, Sunday & Bank holidays Closed.

The Financial Ombudsman is a free and independent service for settling disputes between financial services firms and their customers.  It can deal with a wide range of financial matters.

If you do refer your complaint to the Financial Ombudsman, they will contact us to explain the details of your complaint and will decide whether to uphold or reject your complaint.

It is important that you contact the Financial Ombudsman Service within six months of receiving a final response from us, or it may not be able to deal with your complaint.

The Financial Ombudsman leaflet can be found using this link:

https://www.financialombudsman.org.uk/publications/consumer-leaflet.htm

V1 December 19

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