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Complaints Policy

Purpose of this Complaints Process

At Schneider Financial Solutions we believe that all customers deserve a high quality of service which allows you to deal with us in confidence.  If you are unhappy about any aspect of the service you have received, you are entitled to express your dissatisfaction by speaking with any member of staff or contacting us in writing.  We undertake to deal with your complaint fairly and effectively. You can report complaints in reference to our loan products, policies or services orally or in writing.

The Process

This can be done by email at complaints@schneiderfs.com by telephone on 0203 848 7260, or by postal service to Complaints, The Compliance Dept, Schneider Financial Solutions Ltd, The Penthouse, Salisbury House, 29 Finsbury Circus, London, EC2M 7AQ.   

 

Upon receipt of your complaint, we will review the report, and do our best to resolve the problem as soon as possible. If we can’t do this, we will send you a prompt written or electronic acknowledgement of your complaint with information on who is dealing with it. Where a complaint is not in written form, although it will not affect our investigation, we may ask you to confirm your complaint to us in writing to aid our understanding of the issues and thereby ensure that all your concerns are addressed.

 

Once your complaint has been recorded, it will be investigated by a suitably knowledgeable and competent person.  You will be advised of that person’s name or title and, wherever possible, the person will not have been directly involved in the matter raised in your complaint. The respondent will address the matters you have raised and be in a position to offer redress where appropriate.

 

We will negotiate with you and send you our full Final Response within eight weeks of receiving your complaint. If you are not satisfied with our response, you may appeal the decision by email at complaints@schneiderfs.com or by post as above.

 

We will ask you to state your objections to our decision and include any new evidence you wish to be considered.

 

Our Final Response letter will explain that you will have ultimate recourse to an independent review by the Financial Ombudsman Service should you remain dissatisfied.  

 

The Financial Ombudsman is a free and independent service for resolving disputes between customers and financial services companies like us. You will have six months from the date of our Final Response letter to take your complaint to the Financial Ombudsman Service and we will enclose an explanatory leaflet (or provide you with a link to the leaflet) for your information to assist you if you decide to pursue this further course of action.

 

Their contact details are:

The Financial Ombudsman Service,

Exchange Tower,

London,

E14 9SR.  

Tel from UK landline: 0800 023 4567

Tel from UK mobile: 0300 123 9123

 

Calls to 0800 numbers are free when calling from a UK landline. Calls to 03 numbers from mobiles will cost no more than a national rate call and are included in inclusive minutes for mobiles. Call charges may apply when calling from abroad.

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

Further details are also available on www.financial-ombudsman.org.uk