Advance 

Complaints Handling Policy

Any expression of dissatisfaction about the provision, or failure to provide, a financial service and complaints handling procedure which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience is treated as a complaint. This includes correspondence in writing and that made during the course of verbal communication.

Where any customer expresses concern about the service, steps should be taken to resolve that matter and it should be treated as a complaint.

Complaints will be resolved within one (1) business days upon receipt. We will also provide the customer with a Complaint Summary Resolution letter once the complaint has been resolved.

Complaints can be made via the telephone or in writing. Complaints may be received directly from customers or from third party representatives. In the event of any complaint the matter must be recorded and logged, and referred to the nominated complaints handler in accordance with the complaint handling process.

Any complaint received from a third party representative such as Trading Standards or the Citizens Advice Bureau should be immediately referred to the nominated complaints officer. Customers are provided with the Finance Ombudsman Service (FOS) details and a leaflet on raising a complaint to FOS should they wish to do so. We are required to complete a complaints return twice a year containing all complaints data.

Complaints Procedure

The following complaints procedure is made available to every customer upon request and is published on the company’s website.

There are a number of different ways that you can contact us and you can choose from the following:

Contact our complaints office via email to: info@advance-finance.co.uk or write to us at:

Advance
275 Deansgate
Manchester
M3 4EL

If you are contacting us in writing or via email please remember to let us know your name, your contact details, some details about your complaint and how we can help put things right.

Financial Ombudsman Service

Should you have cause to complain, and you are not satisfied with our response to your complaint, you may be able to refer it to the Financial Ombudsman Service, which can be contacted as follows:

The Financial Ombudsman Service
Exchange Tower
London, E14 9SR

http://financial-ombudsman.org.uk/

PLEASE NOTE THIS WEBSITE IS NO LONGER ASSOCIATED WITH THE FORMER LEGAL ENTITY KNOWN AS ADVANCE FINANCE SOLUTIONS LIMITED.