Complaints Procedure

This document lays out our procedure should you find our service have not met your expectations.

Introduction

Fresh Finance Marketing Ltd operates an internal complaints procedure for handling any expression of dissatisfaction, whether oral or written, justified or not, relating to our services. A complainant may make a complaint via email, telephone or letter. Letter, sent via recorded delivery, is preferable. A complaint will be investigated by a person who was not directly involved in the matter which is the subject of the complaint and a written acknowledgement of a complaint shall be sent to the complainant, within 5 working days, illustrating the company complaints handling procedure


In writing

Please address your letter to the Complaints Manager at:

Fresh Finance Marketing Ltd
34 Holmebrook Drive
Horwich
Bolton
Lancashire
BL6 6RH

By phone

Please telephone us on 0800 520 0543 and ask for the Complaints Manager.

Our Complaints Procedure

  • Stage 1
    Fresh Finance Marketing Ltd will always aim to resolve your complaint as soon as possible. If we are unable to resolve the complaint on the spot, or by the end of the next working day, we will send you a prompt written acknowledgement of the complaint. This will confirm that it has been received and is being dealt with and outline the associated timeframe of our complaints policy which adheres to the Financial Ombudsman Service guidelines.
  • Stage 2
    Within 5 Days, You Will Receive An acknowledgement letter to let you know that your complaint has been received and is being dealt with.    
  • Stage 3

    Within 4 Weeks, You Will Receive If the complaint is still being investigated within 4 weeks we will issue a further response to let you know what is happening. This letter will detail either; The reason why more time is required to investigate your complaint. or The final response from us. This will include the findings from our investigation and details of any compensation where appropriate.

  • Stage 4

    Within 8 Weeks, You Will Receive Within 8 weeks of receiving your complaint we are obliged to have fully investigated it and provide you our Final Response which will outline the details of our findings, and details of any compensation that we think you are entitled to. Hopefully this final response will be mutually satisfactory. If you are not satisfied with our final response you can refer the matter to the Financial Ombudsman Service at any time within 6 months. With all final responses, a copy of the Financial Ombudsman Service leaflet “Your complaint and the ombudsman” is also issued to the complainant.

Finally

If you have not received a final response letter from us within 8 weeks of the complaint date (stage 1) or you are dissatisfied with the decisions in our final response letter, you can:

 

Write to

The Financial Ombudsman.
complaint.info@financial-ombudsman.org.uk


Phone

Telephone:0800 520 0543


Website

Financial Ombudsman Complaints Procedure

Or

The relevant regulatory body via the Insolvency Service Complaints Gateway at:
Website: http://www.bis.gov.uk/insolvency/contact-us/IP-Complaints-Gateway
Email: ip.complaints@insolvency.gsi.gov.uk
Address: IP Complaints, Insolvency Service, 3rd Floor, 1 City Walk, Leeds, LS11 9DA.
Telephone: The Insolvency Service Enquiry Line on 0845 602 9848 (Monday to Friday 8am to 5pm).