Our complaints procedure.
If something hasn't met your expectations, we want to know. We'll listen, investigate and work to put things right.
How to raise a concern
Please get in touch with Graham Wallace, our Director and complaints contact, by phone on 07878 548460 or by email at grahamwallace79@gmail.com. You can also write to us at 47 Knockvale Park, Belfast, BT5 6HJ.
You can make a complaint verbally or in writing. We won't ask you to put a verbal complaint in writing before we begin considering it.
What we'll do
- We'll record your complaint and acknowledge it promptly in writing.
- We'll contact you if we need more details and investigate the circumstances fairly.
- We'll keep you informed, explain our findings and tell you what we propose to do.
- We'll aim to send our final response as soon as we can and no later than eight weeks where the applicable complaints rules require it.
If your complaint relates to finance
We act as a credit broker, not a lender. Our Financial Conduct Authority firm reference number, as published in our complaints policy, is 791338. Eligible complaints about regulated finance activities have additional rights.
Where we resolve an eligible regulated complaint within three business days, we may send you a summary resolution communication. Our final response will explain our decision and, where relevant, how to refer the matter to the Financial Ombudsman Service.
Financial Ombudsman Service
If you're eligible and unhappy with our final response, you may be able to refer your complaint to the Financial Ombudsman Service, free of charge. The usual referral deadline is six months from the date of our final response, subject to the Ombudsman's rules and exceptions.
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567
Website: financial-ombudsman.org.uk
We'll cooperate with the Ombudsman in the handling of any complaint referred to them.