Customer Complaint Procedure
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.
Definition of a complaint
The FCA defines a complaint as any oral or written expression of dissatisfaction from or on behalf of a client, whether justified or not, which includes an actual or potential financial loss, material distress or material inconvenience.
A customer and/or any other third party who makes a complaint will be known as a “complainant” for the purposes of this procedure.
The Financial Conduct Authority complaints rules apply to complaints:
- Made by, or on behalf of an eligible complainant;
- Relating to regulated activity;
- Involving an allegation that the complainant has suffered, or may suffer, financial loss, material distress or material inconvenience;
It is the firm’s policy to treat all complainants the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to. This includes the right to escalate their complaint to the Financial Ombudsman if the complainant is not satisfied with our decision.
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.
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:
- Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved;
- 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;
- Indicates whether or not we consent to waive the relevant time limits, (where we have discretion in such matters)
- Provide the website address of the Financial Ombudsman Service; and
- 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:
- We consider that doing so may better meet your needs; or
- 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 must include details of the Financial Ombudsman Service in the final response if dealing with an eligible complainant and a regulated activity, we will:
- Explain that the complainant must refer the matter to the ombudsman within six months of the date of this letter or the right to use this service is lost
- Indicate whether or not we consent to waive the relevant time limits.
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 and agree to be bound by any awards made by the Ombudsman. The firm undertakes to pay promptly any fees levied by the Ombudsman.
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)