Fair Finance Complaints Process
At Fair Finance we care about our customers and are dedicated to providing the best customer service and experience possible. However, we recognise things do go wrong on occasion, and as a result you may wish to complain or just provide feedback. Fair Finance views complaints as a valuable source of customer feedback and an opportunity to identify how it can improve its service and performance. We will investigate all complaints thoroughly and where we have made an error, we will do our best to put things right.
How to make a complaint
If you would like to make a complaint you can contact us in the following ways:
Email: complaints@fairfinance.org.uk
Telephone: 020 8988 0627
Website: https://fairfinance.org.uk/contact-us/
Postal address:
Fair Finance
18 Ashwin Street
London
E8 3DL
Note: To enable us to effectively address your complaint please include the following details in your email/call/letter to us:
1. Your name
2. Your loan reference number (if you have this)
3. Details of what we did wrong
4. What you would like us to do to resolve your concern
5. Details of anything else we should know
6. If you have previously spoken to a member of Fair Finance staff about your complaint, and if so was it, by telephone or by email?
What you can expect from us
We will then investigate your complaint. We expect to be able to complete our investigations and provide a final response letters within 8 weeks. If we are not able to do so, we will still write to you to explain the reason for the delay, when we expect to be able to provide you with a final response.
If your complaint takes longer to resolve we will send you letters to keep you informed of how our investigation is progressing.
We will also write to you once we have resolved your complaint to confirm the outcome of our investigation and any action we propose to take.
We expect to be able to conclude investigations and provide final response letters within 8 weeks at the latest for all complaints. If we are not able to do so we will still write to you to explain the reason for the delay, when we expect to be able to provide you with a final response and how to refer your complaint to the Financial Ombudsman if you are unhappy with the delay.
If you are not happy with the resolution to your complaint
If you are dissatisfied with our final response you have the right to refer your complaint to the Financial Ombudsman, free of charge, within 6 months of the date of our final letter to you. If you do not refer your complaint in time the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
The Financial Ombudsman can be contacted at:
Post:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 023 4567 or 0300 123 9 123
Web: www.financial-ombudsman.org.uk