Complaints Policy

If you’re not completely happy with our service, we’d like to hear about it so we can do something to put it right.

We do everything we can to make sure our customers get the best possible service. However, sometimes, we don’t get things right first time. When that happens, we always encourage you to tell us about your complaint, so that we can put matters right.

We want to:

  • Make it easy for you to tell us about your complaint.
  • Give your complaint the attention it deserves.
  • Resolve your complaint fairly without delay.
  • Make sure you are satisfied with how your complaint was resolved.

How to complain?

To make a complaint, you can:

Call us on +44 (0)1449 516059. We are available from 9am to 5pm Monday to Friday (please note that we are closed on all UK public and bank holidays).

Email us at info@completefinancesolutions.co.uk

Write to us:

Complete Finance Solutions Limited
Suite 8, 9 The Station Yard
Needham Market
Suffolk
IP6 8AS

Company number: 11764105

How long will it take?

We’ll do all we can to resolve your complaint within three working days. If we can’t do this, we’ll write to you within five working days to tell you what we’ve done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response. We will contact you regularly until your complaint has been resolved.

If we haven’t issued our response within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review.

Contact details for the Financial Ombudsman Service:

Financial Ombudsman Service

Exchange Tower
London
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk