Complaints Policy

1. Introduction

Finance House Ltd are committed to providing products and services of the highest standard. If for any reason, you feel you are not entirely satisfied with any aspect of our service, please let us know straight away. We are also a member of NACFB and adhere to their Code of Practice. Our Complaints department will investigate your complaint competently, diligently and impartially.

2. How to make your complaint

Firstly, let us know what has happened. You can call us, email us or write to us. Our contact information is detailed at the bottom of this document. We will need to know:

Your name and address.
Your agreement number or policy number as appropriate.
Details of how we can contact you.
A clear description of your complaint and whether any 3rd party is involved.
Details of what you would like us to do to resolve your complaint.
If appropriate, copies of any relevant supporting documentation.

3. What happens next?

Finance House Ltd aim to resolve all complaints as quickly as possible. We will consider all the available evidence, the circumstances together with any relevant laws or regulations. We will keep you regularly updated about what is happening and discuss our findings. We will contact you within three working days to let you know we are considering your complaint and clarify any points where necessary. If we can resolve your complaint within 3 working days, we will send you a Summary Resolution Communication. This is a written confirmation, which confirms that you made a complaint and that we now consider the matter resolved.

Timelines and Response:

Sometimes Finance House Ltd are not able to find a resolution within 3 working days.
On these occasions we will issue you with an initial response letter which outlines the circumstances of your complaint.
We aim to respond to all complainants within 30 days although we have eight weeks from the date of receipt of your complaint to investigate and provide you with our final response.
If it is going to take us more than eight weeks to resolve your complaint, from when you first contacted us, we will update you on our progress and explain why it is still ongoing.

When we have fully investigated your complaint and reached a decision, we will write to you to let you know our final response. This is a detailed letter which will tell you what we have found, what we plan to do and how we came to our decision.

If you remain dissatisfied with our final response, or if eight weeks have passed since you first raised your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service (FOS)

The Financial Ombudsman Service is an independent organisation set up to resolve disputes between consumers and financial businesses fairly and impartially. You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response letter.

FOS Contact Details: Financial Ombudsman Service (FOS), Exchange Tower, London, E14 9SR Consumer helpline: 0800 023 4567 or 0300 123 9123 Switchboard: 0207 964 1000 Fax: 0207 964 1001 Email: complaint.info@financial-ombudsman.org.uk

4. Complaints forwarding

Where Finance House Ltd identify a third-party may be solely or jointly responsible for the matters disclosed within a complaint, we will forward the complaint to the relevant party without delay. Finance House Ltd will notify the complainant in the form of a ‘final response letter’ that we have referred the matter to the third party for investigation.

Where Finance House Ltd are jointly responsible for matters disclosed within a complaint, we will investigate the element relating to us and we will respond accordingly.
Where Finance House Ltd is in receipt of a forwarded complaint, we will acknowledge the complaint and will apply the standard time limits for a response from the date on receipt.
If you subsequently decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to the ICO or the NACFB dependent upon the circumstances surrounding the case.

The NACFB suggest trying to resolve the complaint directly with us in the first instance. If the complaint is referred to the NACFB, they will investigate the complaint competently, diligently and impartially. It is important to be aware, the NACFB have no powers or sanction relating to any form of compensation.

5. Complaints Handling Contact Information

Address	Finance House Ltd, 2nd Floor Dunwoody House, 396 Kenton Road, Middx, HA3 0RQ
Contact Number	020 8909 1000
Email	admin@kennfordgroup.com
Complaints Manager	Mr Shyam Popat