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, in which case our customers may wish to complain. Fair Finance views complaints as a valuable source of customer feedback and an opportunity to identify how it can improve its performance. We investigate all complaints thoroughly and ensure they are fully addressed.

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/

Our office and branches are temporarily closed due to the Covid19 outbreak. At this time we kindly request that you avoid contacting us by post.

Postal address:

Fair Finance
18 Ashwin Street
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 at one of our branches, by telephone or by email?

What you can expect from us

If you make a complaint in person or by telephone we will try to resolve your concern immediately.

We expect to be able to address most complaints within 24 hours. Within 3 days of making a complaint we will send you a letter to acknowledge that we have received your complaint and either what we are doing to resolve it or to provide you with details of the investigation we have undertaken, the resolution we have reached and what subsequent action we will be taking.

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:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Phone: 0800 023 4567 or 0300 123 9 123

Web: www.financial-ombudsman.org.uk