Greenhill Finance Customer Complaints Procedure |
| We do everything possible to ensure all our customers obtain a professional service. However, there may be occasions when you feel the level of service you receive has fallen below an acceptable standard. If this is the case you should contact us to voice your concerns. |
| How to Complain |
| If you feel the level of service you receive has fallen below an acceptable standard you can contact us by: |
| Telephoning: 0870 197 5000 |
| Emailing:
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Writing: Greenhill Finance, Saxon House, Moston Road,
Sandbach, CW11 3AD |
| How long will it take to deal with your complaint? |
| Where possible we aim to resolve your complaint by the end of the next working day following receipt of your complaint. |
| If you have made a detailed complaint and it is not possible for us to resolve it by the end of the next working day following receipt of your complaint, then we will send you a prompt written acknowledgement that we have received your complaint and are dealing with it. If we consider that your complaint would be more appropriately dealt with by another firm, for instance the lender, we will refer your complaint to that firm and provide you with their contact details. |
| We will investigate the issues you raise and keep you informed of the progress being taken to resolve your complaint. We will endeavour to provide a final response to your complaint within eight weeks however, in the unlikely event the matter remains unresolved, we will write notifying you of the reasons for delay and informing you, where the complaint qualifies, of your right to refer any dissatisfaction to the Financial Ombudsman Service. |
| We will: |
- Listen to and understand your complaint
- Be open, honest and thorough in our investigations
- Deal fairly and objectively with everyone concerned
- Respond promptly
- Seek to resolve issues amicably
- Use the experience positively to improve our products, services and standards.
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| Financial Ombudsman Service |
| If you are not happy with our final response you are entitled to complain to the Financial Ombudsman Service if your complaint meets the following criteria:- |
- Is in respect of a loan regulated under the Consumer Credit Act, which was taken on or after April 6th 2007
- FSA Regulated Mortgage Contract
- FSA Regulated Payment Protection Insurance
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| The Financial Ombudsman offers a free and independent service where, subject to it meeting the qualifying criteria, they will look at your complaint, along with our response. The Financial Ombudsman Service will only consider your complaint after we have provided our final response. If you want the Financial Ombudsman Service to look into you complaint, you must contact them within six months from the date you received our final response. |
| You can find out more about the Financial Ombudsman Service on their website at: |
| http://www.financial-ombudsman.org.uk/ |
| You can write to the Financial Ombudsman Service at: |
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR |
| Telephone: 0845 0801800 |
| Email:
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