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

What can I do if I am not satisfied with the service, I have received from you?

In the first instance, we would encourage you to discuss any problems verbally and informally with the company. Staff here should be able to help quickly and answer any questions you may have. If this does not resolve your concerns, then the Company’s formal procedure can be invoked.

We have adopted a formal two stage procedure to ensure that any complaint is dealt with fairly and that anyone with a grievance is aware of the procedure to follow, thus avoiding any additional frustration. Details are shown below.

How do I make a formal complaint to you?

Stage 1 – Formally contact us

If the verbal and informal approach does not satisfactorily deal with your concerns, we ask that you put your complaint in writing or email to the business.

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

Email:   info@forzafinance.co.uk

Tel:        01245 245678

We advise you to keep copies of all correspondence sent to us and notes of any conversations or telephone calls.

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.

In order that we can help resolve your concern as quickly and efficiently as possible, we ask you to provide the following information when detailing your complaint to us:

  • Your name, address, email address and a daytime telephone number on which you can be contacted.
  • The name of the individual within the company with whom you have been dealing.
  • A clear description of your complaint, giving concise details of what you believe has gone wrong.
  • Details of what you would wish to be put right.

We will acknowledge receipt of the complaint within 3 working days and we hope to provide a final response within 4 weeks. We will write to you again within 4 weeks if we are unable to provide a final response within that time period. In any event we will respond to your complaint in full within 8 weeks.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to refer your complaint to the Financial Ombudsman Service.

Stage 2 - What can I do if I am still not satisfied?

If you remain dissatisfied with our final response, you may then refer your complaint to the Financial Ombudsman (FOS). You should do this within six months of the date of our response.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone:        0800 023 4567

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

Web site:           www.financial-ombudsman.org.uk

Please note The Financial Ombudsman is unable to deal with your complaint unless you have given us the opportunity to put things right first. The Financial Ombudsman is an independent service for resolving disputes between consumers (you) and the FCA authorised companies (us). This service is free of charge.

Further helpful information can also be obtained by visiting the Financial Ombudsman Service website.

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 950640