Complaints Procedure

Tell us what went wrong. Most problems are quickest to sort out by phone, but putting it in writing means there is a record of what you said and when.

You can complain in any of these ways:

• By email to admin@kingfisherphoenixfinance.com
• By post to Kingfisher Phoenix Finance Ltd, Markham House, 20 Broad Street, Wokingham, RG40 1AH
• By telephone on 01182 120 545

It helps if you tell us your name, how to reach you, what happened, when it happened, and what you would like us to do about it. If you have reference numbers or correspondence, send those too.

We will acknowledge your complaint promptly and confirm who is dealing with it. In a business this size that is normally the person you have already been speaking to, and where it is a complaint about them it is escalated so somebody else reviews it.

We will look at the file, at the correspondence and at anything you have sent us, and we may come back to you with questions. We aim to give you a full written answer within four weeks. If it is going to take longer than that, we will write and tell you why, and when you can expect an answer.

Our final response will set out what we found, whether we think the complaint should be upheld, and what we propose to do about it.

Write back and tell us why. It is common for a complaint to turn on something that was not clear the first time round, and it is better dealt with directly than anywhere else.

[CLIENT TO SUPPLY: confirmation of fee model, FCA permissions or appointed representative status, and therefore whether Financial Ombudsman Service referral rights apply and to which customers, outstanding B9. This section cannot be completed accurately until that is confirmed, and no ombudsman rights are stated here in the meantime.]

Commercial lending to limited companies and other business borrowers is generally not regulated by the Financial Conduct Authority, and complaint referral rights differ depending on the type of customer and the type of business. We will tell you in our final response which rights apply to your complaint.

If your complaint is about how we have handled your personal information, the same procedure applies and you can also take it to the Information Commissioner's Office at ico.org.uk. You do not have to come to us first, although it is usually quicker.

We keep a record of every complaint, what it was about, how it was resolved and how long it took. Complaint records are held for at least three years and are covered by our Privacy Policy in the same way as any other file.