Complaints Process

Complaints Resolution

We always strive to treat our customers fairly and reasonably and to avoid complaints whenever possible. Nevertheless, it may sometimes happen that, for a variety of reasons, a customer may consider that he or she has a valid cause for complaint against us. If this happens, we will deal with the complaint in accordance with our complaint handling procedures:

1.  We will acknowledge all complaints promptly and in writing.

2.   If the complaint is made orally, we will include in the acknowledgement a statement of our understanding of the nature of the complaint.

3.   We will verify that each complaint is an eligible complainant under the rules of the Financial Ombudsman Service and deal with the complaint in accordance with those rules for eligible complainants. Complainants who are not eligible will have their complaints handled in accordance with our standard complaints procedures.

4.   We will endeavour to complete our investigation into complaints within four weeks of the date that the complaint is received by us. If we cannot complete the investigation within this time period, we will write and confirm the stage that we have reached and provide an estimate of the date that we expect to be able to do so.

5.   For complaints that we are unable to conclude within four weeks, we will endeavour to conclude within eight weeks. Within this time period, we will try and write explaining why we are unable to agree with the complaint, or if we do agree with it, we will explain what we propose to do to remedy the situation. We will offer the opportunity for the matter to be referred to more senior management for a final decision in the event that the complainant does not agree with our initial proposals.

6.   If requested to do so after our initial explanation has been considered, we will refer the complaint to a member of our senior management team to review the complaint afresh and consider whether our initial position should be changed. When we write confirming our final position from our senior management, we will explain the complainant’s rights to refer the matter to the Financial Ombudsman Service within the following six months and enclose the Financial Ombudsman Service’s leaflet detailing those rights.

7.   We will co-operate fully with the Financial Ombudsman Service in respect of any complaint referred to it.

 

First European Finance (Scotland) Limited Registered in Scotland 135936. Vat 658589762. Trading Address, Second Floor, 24 Henderson Street, Bridge Of Allan, FK9 4HP. Registered Office, Abercorn School, Newton, Broxburn, West Lothian, EH52 6PZ . FRN Number: 671818C. Authorised and regulated by the Financial Conduct Authority as a credit broker, not a lender.