Once we have fully investigated the matter, we will write to you confirming our decision, how it was reached and any offer of redress where this is appropriate. If we are unable to resolve your complaint in relation to your finance agreement and you are either: (i) an individual, (ii) a micro-enterprise, (iii) a charity with an annual turnover of less than £1m or (iv) if relevant, a trustee of a trust which has a net asset value of less than £1m at the time of your complaint, you may be able to refer it to the Financial Ombudsman Service.
The Financial Ombudsman Service (FOS) is an independent arbitration service provided free for consumers. Should you be dissatisfied with our response you may contact the FOS within six months, using the contact details below:
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Should you have any questions regarding your complaint or our complaint handling procedures please contact our Customer Services Team on 0203 816 8919 or email us at firstname.lastname@example.org.