Investigating Complaints
It is 21Finance policy to investigate and give equal treatment to all complaints. As a regulated firm, 21Finance must acknowledge complaints deemed eligible by the Financial Conduct Authority and adhere to the additional rights required in law.The Financial Conduct Authority complaint guidelines apply to complaints deemed eligible, and as such are:
- Made by, or on behalf of, an eligible complainant
- Relating to a regulated activity
- Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience
21Finance may use a range of methods to communicate with you concerning a complaint. We reserve the right to change the method by which we communicate with you if we consider that doing so may better meet your needs, or in cases where a previous method has been unsatisfactory.
Complaints Settled Within Three Business Days
Where we consider a complaint to be resolved to your satisfaction within three business days, 21Finance will promptly send you a ‘Summary Resolution Communication’. This communication will:
- Refer to the fact that you have made a complaint and inform you that we now consider the complaint resolved to your satisfaction
- Inform you that, should you subsequently decide that you are unsatisfied with the complaint resolution, you may be eligible to refer the complaint to the Financial Ombudsman Service within six months
- Provide the web address of the Financial Ombudsman Service
- Refer to the availability of further information from the Financial Ombudsman Service’s website
Complaints Settled Within Eight Weeks
Where we consider a complaint to be resolved to your satisfaction within eight weeks, 21finance will promptly send you a ‘Final Response Letter’. This communication will:
- Refer to the fact that you have made a complaint and inform you that we now consider the complaint resolved to your satisfaction
- Clearly set out the firm’s decision and the reasons for it
- Inform you that, should you subsequently decide that you are unsatisfied with the complaint resolution, you may be eligible to refer the complaint to the Financial Ombudsman Service within six months
- Indicates whether 21Finance consent to waive the relevant time limits, in cases where we have this discretion
- Refer to the availability of further information from the Financial Ombudsman Service’s website.
Contacts
21Finance Complaints Manager
12 Helmet Row, London, EC1V 3QJ
020 4525 3196
Email: complaints@21Finance.com
The Financial Ombudsman Service
Exchange Tower, London, E14 9SR
0800 023 4567 (Free for most people ringing from a fixed line) or
0300 123 9123 (Cheaper for those calling from a mobile) or
020 7964 0500 (If calling from abroad)
Email:complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk
