Complaints Handling Procedure | Forza Finance

Complaints Handling Procedure

At Forza Finance we pride ourselves in making sure our customers get the best possible service. However, there are times when things don’t go to plan or mistakes are made and when this happens, we would like to hear about your experience so that we have the opportunity to remedy matters and make things right.

Please tell us if you have any cause for complaint. We will try to:

  • make it easy for you to provide us with feedback and give it the attention it deserves
  • resolve any issues fairly and without delay

How to make contact

You can contact us by phone;

Telephone:

01245 245678

In writing:

Forza Finance Limited, Westway,
Chelmsford,
Essex,
CM1 3BH

Or by email:

info@forzafinance.co.uk

If you send us a complaint by email, we will usually respond to your email address. However, there may be occasions when we will need to respond to you by post to ensure privacy or where we need to enclose copies of documents.

How will we handle your complaint?

We aim to resolve your complaint as soon as possible, but if we have not been able to do so within one week, we will write to tell you why not, who is dealing with your complaint and when we will contact you again.

We will resolve most complaints within two weeks. However, If your complaint is particularly complex, it may take longer. We will contact you regularly until your complaint has been resolved.

What if we can’t find an acceptable resolution?

If we can’t agree an acceptable resolution to your complaint within eight weeks we will send you a letter giving our reasons for the delay and an indication of when we expect to provide a decision; or Issue a decision letter from Forza Finance, which will explain our final position.

You may be eligible to refer your complaint to the Financial Ombudsman Service, for whom we will send you information explaining your referral rights if we haven’t been able to resolve your complaint within eight weeks, with our decision letter.

You can contact the Financial Ombudsman Service using these details below:

Email: complaint.info@financial-ombudsman.org.uk

Further helpful information can also be obtained by visiting the Financial Ombudsman Service website: www.financial-ombudsman.org.uk

Forza Finance Limited is authorised and regulated by the Financial Conduct Authority (FCA) 743977 for the sale of consumer credit.

Calls may be recorded for training and monitoring purposes.

Forza Finance Limited Registered in England 09949545

Call us: 01245 245678
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