Fit Out Finance
Complaints Handling Procedure

If you have a Complaint

At Fit Out Finance we are very proud of the standard of service we provide to all of our customers.

If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by email, telephone or in writing. To help us investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

We will try to resolve your complaint immediately, however, sometimes this may not be possible, so please allow up to five days. All complaints are logged onto our internal database system and you will be given a unique reference number. We will carry out a full and impartial investigation of the issues you raise. We hold information on the nature of the complaint, our actions to resolve it and the recommendations we make. Our Compliance Officer will write to you, either by email or by post, with the outcome. We hope that the response will be satisfactory and we can then close off the complaint. If this is not possible, a director will review the case to see if any further action can be taken.

In the event that there is complaint we would aim to resolve it swiftly and equitably.

We aim to resolve your complaint immediately; please allow up to 5 working days for a response. Your complaint will be logged and you will be given a ticket number. We will investigate the circumstances around your complaint, keeping information on the complaint itself and any actions and recommendations made.

You will be advised by email or post with the outcome, which hopefully will be satisfactory to you.

Registering a Complaint

Not Satisfied with our Response?

If you have a regulated agreement with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. If you are not Satisfied with our Response we will refer the matter to the FCA 8 weeks from the initial complaint (if no final response has been received) or if the final response has been received and you (the customer) is not satisfied. The service is free of charge and they can be contacted via their website, www.financialombudsman.org.uk/consumer/complaints. This does not affect your statutory rights.