Complaints Policy

Introduction

Advocate Finance Ltd are committed to providing products and services of the highest standard. If for any reason, you feel you are not entirely satisfied with any aspect of our service, please let us know straight away.

Our Complaints department will investigate your complaint competently, diligently and impartially.

How to make your complaint:

Firstly, let us know what has happened. You can call us, email us or write to us. Our contact information is detailed at the bottom of this document.

We will need to know:

• Your name and address.
• Your agreement number or policy number as appropriate.
• Details of how we can contact you.
• A clear description of your complaint and whether any 3rd party is involved.
• Details of what you would like us to do to resolve your complaint.
• If appropriate, copies of any relevant supporting documentation.

What happens next?

We will contact you within 3 working days to let you know we are considering your complaint and clarify any points where necessary. We aim to resolve complaints, to the customer’s satisfaction, within 3 working days following the day on which they are received. If we can resolve your complaint within 3 working days, we will send you a Summary Resolution Communication. This is a written confirmation, which confirms that you made a complaint and that we now consider the matter resolved.

If you subsequently decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to the Financial Ombudsman Service, the NACFB or the ICO, dependent upon the circumstances surrounding the case.

If we cannot resolve your complaint within 3 working days we will provide you with an update in writing and continue to investigate the complaint. A final response we be sent within 8 weeks.

If applicable, we will indicate within the communication whether we consent to waive the relevant time limits.

We will keep you regularly updated about what’s happening and discuss our findings. We will consider all the available evidence, the circumstances, relevant laws or regulation, as well as guidance from the Financial Ombudsman Service where applicable. When we have investigated your complaint, we will write to you to let you know our final response. This detailed letter will tell you what we have found, what we plan to do and how we came to our decision. If it is going to take us more than eight weeks to resolve your complaint, from when you first contacted us, we will update you on our progress and explain why it is still ongoing.

Our Address:

Advocate Finance Ltd
5 Aster House
Lanswoodpark Business Centre, Elmstead Market
Colchester, CO7 7FD

Contact Number: 01206 544333

Email: admin@advocatefinance.co.uk

If you are not satisfied with how we dealt with your complaint or you are not happy with our decision and wish to take it further, you may be able to contact the Financial Ombudsman Service (FOS) regarding your complaint provided that the complaint concerns a regulated activity, and you fall within the classification of an “eligible complainant”. The  FOS contact details are: