Name: Glenside Finance Limited
Telephone: 01942 466 035
Address: 9 The Parks, Haydock, Newton-le-Willows, WA12 0JQ
Compliance Manager: Ian Kay
Any complaint verbal or written will be referred to our Compliance Manager at the earliest opportunity or to a member of the senior management if the Compliance Manager is unavailable. We will also
- Acknowledge the complaint in writing promptly
- Make contact to seek clarification on any points where necessary
- Fully investigate the complaint
- If appropriate contact you to discuss our interim findings and proposed response
We will let you have our final response as soon as possible and not later than eight weeks. If there is any unforeseen reason why we believe that we cannot respond within eight weeks then we will contact you with our proposed timeline and make you aware of your options.
How to complain
To complain simply contact us either by phone, post or email using the above contact information. We regret that the Compliance Manager or other Managers may not always be available to speak to you directly if you wish to complain by phone. However, calls to the above number are recorded so the Compliance Manager will be able to listen to any complaint you make.
Complaints about Third Parties
As a supplier of Motor Finance, we are aware that often complaints may not necessarily be about the finance we provide. Instead, complaints may relate to the problems with the vehicle or to the advice you received prior to taking out the finance. We will still investigate such complaints to establish whether they fall within our legal responsibilities and we may seek clarification from the third party concerning the points raised. Where we believe that a complaint should be addressed by the third party then we reserve the right to forward the complaint to the third party to ask them to respond. We will clearly communicate this to you and also invite you to contact us in the event that you receive no response from the third party.
Complaints in respect of Discretionary Commission Arrangements
On 11 January 2024 the Financial Conduct Authority announced that it would be carrying out additional investigations into the payment of Discretionary Commission Arrangements (“DCA’s”). As a result of this investigation, the time limit for responding to complaints about DCA’s has been paused.
This pause lasts from 17 November 2023 until 25 September 2024. During this period, if your complaint concerns DCA then we will not necessarily need to respond to you within eight weeks. Further for complaints which involve DCA, the Financial Conduct Authority has extended the time period under which complaints can be referred to the Financial Ombudsman. This is detailed in the Final response section below.
Note that this pause only applies to complaints concerning DCA. Firms are required to proceed with all other complaints in the usual way. Further, were the DCA complaint can be isolated from other aspects of a complaint then a Firm is encouraged to issue a response to the other aspects within the eight week period. Standard time limits in respect of the Financial Ombudsman would continue to apply in respect of non-DCA complaints.
As a general point, Glenside Finance Limited did not knowingly pay DCA to its panel of brokers. We will investigate any complaints that a commission was paid on a DCA basis and would aim to do this within the standard eight week period. Were our investigations confirms that no DCA was paid, we will send a final response which would be subject to the standard rules for referring to the Financial Ombudsman Service. Should our investigation reveal that DCA was paid then we will notify you and confirm the next steps, such as whether the Financial Conduct Authority’s pause applies.
For more information relating to the Financial Conduct Authority’s work in this area please visit https://www.fca.org.uk/carfinance.
The Compliance Manager will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:
- Deal with complaints promptly and fairly
- Give complainants clear replies and, where appropriate, fair redress
Complaints Settled within 3 business days
Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently.
Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us, usually by email, which:
(1) Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved;
(2) We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
(3) Indicates whether or not we consent to waive the relevant time limits, (where we have discretion in such matters)
(4) Provide the website address of the Financial Ombudsman Service; and
(5) Refer to the availability of further information on the website of the Financial Ombudsman Service.
In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:
(1) We consider that doing so may better meet your needs; or
(2) We have already been using another method to communicate about the complaint.
This will set out clearly the firm’s decision and the reasons for it. If we uphold a complaint either in full or in part then we will set out our proposed resolution.
We will include details of the Financial Ombudsman Service (“FOS”) in the final response. Use of the Financial Ombudsman service by a complainant is voluntary.
- For most complaints, if the Complainant wishes to use FOS, then they have six months from the date of the final response to refer the matter to FOS. If they do not refer the matter within these six months, then the automatic right to use FOS is lost.
- If the complaint was in respect of Discretionary Commission Arrangements (DCA) and our investigation has revealed that DCA was paid, then, if they wish to, the Complainant has fifteen months to refer the matter to FOS. Again, if they do not refer the matter within these fifteen months, then the automatic right to use FOS is lost.
In either case, our final response will confirm the relevant timeframe that applies. We will also indicate, in the final response, whether we would consent to FOS considering the complaint if the relevant timeframe was to expire prior to the Complainant choosing to refer the matter to FOS.
Closing a complaint
We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service.
Financial Ombudsman Service
We will co-operate fully with the Financial Ombudsman Service in resolving any complaints made against us in accordance with the relevant Financial Conduct Authority rules.
If a Final Decision is made and accepted by you, then we will ensure that we follow any appropriate resolution determined by the Ombudsman without delay.
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)
You could risk losing your vehicle if you do not keep up payments. All applications are subject to status and affordability.
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