Our Commitment to Quality – The Complaints Procedure
We are committed to responding promptly and fairly to any complaints or expressions of dissatisfaction from our customers. Within this document you will find details of our internal complaints procedure, including the timeframe in which we will respond to you.
If you do have cause for complaint, we want to help you resolve it.
If you tell us about it, we will do our best to put it right.
We see the complaint procedure as a two way process in which we can learn from the experience and further improve our service and systems.
We promise to:
- Fully investigate your complaint
- Keep you informed of progress
- Do everything we can to help you
Who Should you Complain to?
You can make a complaint to us in writing by letter or email or by telephone using the contact details below. Please address any correspondence for the attention of Customer Services.
Address: FairSquare Europe Limited, 3 Brindley Place, Birmingham, B1 2JB
Telephone: 0345 0030008
When you write to us please tell us:
- Your name and address, or the name and address of the complainant if you are complaining on someone else’s behalf and your relationship to them;
- The name of the funder under your finance agreement and your agreement number
- Your daytime phone number (where we can contact you if we need to) and any times you would prefer us to contact you;
- A clear description of your concerns or complaint; and
- Details of what you would us to do to put things right so that we can consider.
What will we do next?
Our aim is to provide a satisfactory solution as speedily as possible and fairly. Therefore we will endeavour to resolve the problem within 3 working days using our Early Resolution Procedure. In some cases further investigation may be required. If it is not possible to resolve your complaint through the Early Resolution procedure, we will send to you a written acknowledgement within five business days of receipt of your complaint. This will state the name of the person who is handling your case along with their contact details and confirm our understanding of the nature of your concerns. Please ensure that our understanding of your complaint is correct as mis-understandings will cause delays.
If your complaint refers to the actions of a third party, we will ask that party to investigate and report back to us, to enable us to full respond to your complaint. In the event that we do seek input from a third party, we shall notify you of this and keep you updated. In some circumstances where the third party is solely responsible for the complaint, we will refer the complaint to the third party who will respond directly to you. We will notify you in writing that the complaint has been referred. In these circumstances Fair Square will have no further objection to deal with your complaint in accordance with its complaints handling procedure.
When will we contact you again?
We may contact you by telephone or email in order to gain a better understanding of your complaint.
You will receive a response as soon as possible and in any event, within 8 weeks of Fair Square receiving your complaint.
If after eight weeks we have still not provided a Final Response to your complaint we will write to you giving reasons for the delay and to tell you when we expect to be able to provide a Final Response. We will also provide you with details of the Financial Ombudsmen Service together with an explanatory leaflet. This will enable you, if you wish, to refer your complaint to the Financial Ombudsman Service should you be dissatisfied with the delay of the handling of your complaint. I
We have intentionally made our complaints handling procedure simply to follow, so that you should not have to use a solicitor or seek professional help on procedural aspects. If you choose to do so, we will not meet your costs.
What do we mean by final response?
The Final Response will provide you with our findings from our investigation into your complaint and we will explain whether it has been upheld or not upheld. In both cases we will explain the reasons for our decision. Where it is appropriate, we may make an offer of redress, taking into account the individual circumstances of each case investigated. This will not always include financial redress and may simply be an apology. Our aim is to treat all customers consistently and fairly.
What happens if you remain dissatisfied?
The Final Response signals the end of the complaints procedure. However we will provide details of how you may escalate your complaint if you remain dissatisfied following the outcome of our investigation. It will also give you details of any rights of referral you may have to the Financial Ombudsman Service in the form of the booklet “Your complaint and the Ombudsman”.
Any referral to the Financial Ombudsman Service must be made within six months of the date of the final response. The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial firms.
The Financial Ombudsman Service says that they will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.
The contact details for the Financial Ombudsman Service are set out below:-
Financial Ombudsman Service Exchange Tower
Harbour Exchange Square
Telephone: 0300 123 9123 or 0800 023 4567
If you would like someone else to deal with your complaint on your behalf (for example a friend or relative) this is not a problem. However in order for us to correspond freely with them you will need to provide your authority for us to do so. This is to enable us to comply with the laws set down in the Data Protection Act 1998. In this instance please telephone us to authorise the third party. We cannot accept authorisation by email.