FCA Complaints Procedure for Customers
Our customers are extremely important to us and whilst we aim to provide a trouble free and excellent level of service, we know that sometimes things go wrong. If you have cause to complain, we take any complaint very seriously and promise to deal with it promptly, effectively and in a positive manner.
Prior to any transaction we advise our customers in writing that we have an internal complaint handling procedure and which is available to them upon request.
As a firm which is authorised and regulated by the Financial Conduct Authority we have a written procedure which is in accordance with the FCA Complaint Handling Rules and which is required to be issued in the event of a customer complaint.
We will consider all complaints received by an Eligible Complainant, who the FCA have classified as a person who is:
- A private individual; or
- A business which has an annual turnover of less than £1 million (some restrictions may apply); or
- A charity which has an annual turnover of less than £1 million; or
- A trust which has a net asset value of less than £1 million;
- Who is or has been a customer of the firm;
- The complaint arises out of matters relevant to being or having been a customer
- The complaint arises out of our actions or failure to act where the complainant is a potential customer of the firm
NOTE: A complaint may be made on behalf of an eligible complainant by another party authorised by you.
Making a complaint
You may notify us of your complaint by phone, by email or by writing to us: Alternative Route Finance Ltd, 11 North Street, Portslade, BN41 1DH
A complaint may be made to any member of staff of Alternative Route Finance Ltd who will record the following details on our Customer Complaint Record:
- Name, Address, Telephone No. and Email Address (if appropriate) of the complainant
- Date of complaint
- Details of the complaint
We will register your complaint on our Complaint Log and record the details of your complaint and the FCA classification, which will enable us to track your complaint through to resolution.
Complaints will not be handled solely by the person against whom the complaint was made and we reserve the right, where appropriate, to refer a complaint to another firm, for example if the fault lies with the lender’s service.
The complaint will be referred to the Compliance Manager, who is a Director of Alternative Route and he/she will assign same to an appropriate Line Manager for investigation. A number of steps will be taken in order to investigate the complaint and these may include
- Review of the facts
- Retrieval of relevant documentation and correspondence
- Speaking to relevant individuals
- Listening to relevant phone recordings
We will consider these in conjunction with your complaint. We will endeavour to respond to and resolve your complaint straight away, which we consider to be at least one business day after the day that we received your complaint.
However, we may need to carry out further internal investigations which will not enable us to resolve your complaint straight away. In this instance we will send you a notice of investigation letter within 5 working days from when we received your complaint. The notice of investigation letter will include:
- An explanation of why a different person is responding if it is not the person you addressed your complaint to
- The name and job title of the individual handling your complaint
- A timescale for when we will correspond further, which will be no more than 4 weeks from the receipt of your complaint
- A copy of our complaint handling procedure
We will keep you informed of the progress of your complaint and notify you in writing of the proposed resolution. In the unlikely event that our investigations require longer than 4 weeks to complete, we will write to you to explain why we are not yet in a position to respond to your complaint and indicate when we will make further contact. This must be within 8 weeks of the receipt of the complaint.
If after 8 weeks we are still not in a position to make a final response, we will write to you and give reasons for the delay and an indication of when we expect to provide you with a full and final response. At this point we must include details of the Financial Ombudsman Service (‘FOS’) who you can refer your complaint to if you wish to and provide you with a copy of the FOS’s leaflet ‘Your Complaint and the Ombudsman’. You may also view a copy of the leaflet by going to the Financial Ombudsman Service website, www.financial-ombudsman.org.uk.
Once our investigations are complete we will write to you with our response. This will be either a final response or an offer letter depending on the circumstances of your complaint.
A final response is:
· Where we believe that we have fully addressed your complaint;
· Notified you that you may refer the complaint to the FOS if you remain dissatisfied with our final response and that you must do so within 6 months from the date of the final response; and
· Enclosed a copy of the FOS explanatory leaflet
An offer letter is:
· Where we consider that you are entitled to some redress and believe that we have fully addressed your complaint. This will include a page for you to state your acceptance and return to us. We will then forward the agreed redress in a final response letter.
We will consider a complaint closed when:
· We have sent you a final response; or
· You have indicated in writing that you accept of offer or response; or
· You fail to respond to our correspondence within 8 weeks from the date of our written response
If you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
Financial Ombudsman Service (FOS) South Quay Plaza
183 Marsh Wall London
You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.
You may also refer the matter to the BVRLA. The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 and members must participate in the BVRLA Conciliation Service, which provides a channel for members and their customers to help resolve disputes.
BVRLA River Lodge
Badminton Court Amersham HP7 0DD
For Your Information
We are required by the FCA to report on a six monthly basis the number and types of complaints that we have received and when these complaints have been closed. We are required to use the FSA’s standard Complaints Form and electronic reporting procedure via the Firms Online service. The reporting periods are 1 January to 30 June and 1 July to 31 December.
We examine and evaluate our procedures following receipt of a complaint to see how we can improve our service to our customers. Any recommendations resulting from this are escalated to a Director of Alternative Route who will analyse same prior to implementation.
We retain details of complaints for a period of at least 3 years.
You can contact us
In writing: Alternative Route Finance Ltd
First Floor, 11 North Street,
By email: firstname.lastname@example.org
By phone: 01273 412288
The Financial Ombudsman Service can be contacted
In writing: Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
By phone: 0800 023 4567