COMPLAINTS POLICY AND PROCEDURE
1. Purpose
a) This document represents our policy towards complaints, how a consumer can make them and how as a company we handle them.
b) This policy and procedure have been created to meet general standards and requirements and complies with standard complaint handling procedures, including the Financial Ombudsman Service (FOS) and FCA regulations such as CONC and DISP.
c) We take our responsibilities seriously, in addition to the legal and regulatory requirements we have as a financial firm.
d) We are committed to ensuring the fair treatment of our consumers and ensuring they face no post sale barriers with our service, and we have effective and transparent procedures in place.
e) As a business we ensure that complaints can be made using any reasonable means and recognise complaints require a resolution.
2. Definition
As per FCA material, they define a complaint as the following –
‘Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, claims management service or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.’
3. Customer Complaints Procedure
‘Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers are unsatisfied, it’s important to us that this is dealt with objectively, fairly and as quickly as we are able to.’
The following procedure explains how we deal with complaints, our commitments to you and what action to take if you think your complaint has not been resolved to your satisfaction.
If you have a complaint about any aspect of our service, then we would like to hear from you.
Please use the below details to let us know:
• Telephone: 01245967999
• Email: resolutions@finset.co.uk
• Post: Finset Limited, 64 – 66 Burgundy House, Springfield Road, Chelmsford, Essex CM2 6JY
We kindly ask, so we can look into your complaint as quickly as possible. You include as much detail as you can, however if we are missing anything we will be in touch. We will aim to come back to you within 48 working hours of receiving your complaint.
If we are able to investigate and resolve your complaint within 3 days, you will receive a summary resolution response from ourselves, which will detail our outcome and findings.
In the event our investigations take longer than 3 days, we will issue you a Final Response within the 8-week timescale. Whilst we try to close any complaint before this 8-week time frame, we do need to make you aware we do have this time. Our final response will include detailed information of your complaint, our investigation and the resolution we have come to. If you are not satisfied with our Final Response or the handling of your complaint within the 8-week time frame, you can contact the Financial Ombudsman service using the details below. You must do this within six months of our final response.
W: www.financial-ombudsman.org.uk
T: 0800 023 4567P: Exchange Tower, Harbour Exchange, London, E14 9SR
If your complaint is regarding a finance agreement such as a Hire Purchase, Conditional Sale or Personal Contract Purchase agreement you used to purchase your car before 28th January 2021, or a Discretionary Commission Arrangement that may have been involved, please take note of the following information. If you have any questions, do not hesitate to contact us.
Please note, should your complaint be regarding a car finance agreement and/or discretionary commission arrangement before 28thJanuary 2021, we need to make you aware that the current 8 week deadline to respond to your complaint is currently paused. This is due to the investigation and review the FCA are carrying out within the Motor Finance Industry regarding the handling of such complaints. Please note we will still work hard to resolve your complaint in the background and keep you updated throughout the process; however we need to make you aware that we will not have to respond to your complaint with a Final Response until after 4th December 2025 at the earliest.
We also need to make you aware that if you are unhappy with your response, the FCA have extended the deadline in which you can refer your complaint to the Financial Ombudsman Service (for these types of complaints only).
If you’re sent a final response between 12 July 2023 and 29 April 2025 you’ll now have until 29 July 2026 to take your complaint to the Financial Ombudsman.
If you’re sent a final response between 30 April 2025 and 29 January 2026 you’ll have 15 months from the date the final response is sent to refer your complaint to the Financial Ombudsman.
You can find further information on the work the FCA is carrying out via this link- https://www.fca.org.uk/carfinance.
