Complaints
Our aim is always to provide an exceptionally high level of service to all of our customers. Where customers feel they have cause to raise a complaint, it is important to us that these are dealt with objectively, fairly and within an acceptable time frame.
The following procedure explains how we deal with complaints, our commitments to you, and what redress you have if you think your complaint has not been resolved to your satisfaction.
If you have a complaint about any aspect of our service, then we would like to hear from you.
How to tell us if you have a complaint
To help us investigate and resolve your issue as quickly as possible, you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time.
Our complaints contact details are:
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Online: www.cmloans.co.uk
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By telephone: 07805 484288
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By letter: C M Loans Limited, C/O H&W Cholmondeley House, Dee Hills Park, Chester. CH3 5AR
What information do we need to address your complaint?
To assist us in resolving your complaint efficiently, it would be helpful if you could provide:
• Your full name and preferred contact details
• Full details of your complaint
• Copies of any relevant paperwork
• What you would like us to do to put things right
• Any other information you think may be relevant
What we do if we receive a complaint from you
Any complaint, verbal or written, will be allocated to the most appropriate Complaints Handler.
We will always try to resolve your complaint immediately. However, sometimes this may not be possible. In all cases, we will follow the process below.
Complaint Process
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Your case reference will be your order/contract number
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We will give you the name and title of the person handling your complaint
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We will send you written acknowledgement within 3 working days of receiving your complaint
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We will contact you if we need clarification on any points
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We will fully investigate your complaint internally and with third parties where relevant
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We will keep you informed of progress
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We will discuss our findings and proposed response with you
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Our aim is to send you our final written response within 10 working days, but no later than 8 weeks, as required by the Financial Conduct Authority
Investigation
The Customer Resolutions Department will work with relevant managers to establish the nature and scope of your complaint, having due regard to the Financial Conduct Authority’s direction to:
• Deal with complaints promptly and fairly
• Give complainants clear replies and, where appropriate, fair redress
Eligibility
We treat all complainants the same. However, certain complaints fall within the scope of FCA rules and the jurisdiction of the Financial Ombudsman Service.
A complaint falls under FCA rules if:
• It is made by, or on behalf of, an eligible complainant (generally individuals and certain small businesses) • It relates to the provision of, or failure to provide, a financial service
• The complainant alleges financial loss, material distress or material inconvenience
Final Response
Our final response will clearly set out our decision and the reasons for it. If compensation is offered, we will explain how it has been calculated.
Where appropriate, we will include details of the Financial Ombudsman Service. If you are an eligible complainant and your complaint relates to a regulated activity, we will:
• Explain that you must refer the matter to the Ombudsman within six months of the date of our final response
• Indicate whether we consent to waive the relevant time limits
Complaints settled within 3 business days
If we can resolve your complaint to your satisfaction within 3 business days, we may issue a Summary Resolution Communication, which will:
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Confirm that you made a complaint and that we consider it resolved
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Inform you that if you remain dissatisfied, you may refer the complaint back to us or to the Financial Ombudsman Service
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Indicate whether we consent to waive time limits
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Provide the Ombudsman’s contact details
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Refer you to further information on the Ombudsman’s website
Closing a complaint
We will consider a complaint closed once we have issued our final response. This does not affect your right to refer the matter to the Financial Ombudsman Service.
What to do if you are not happy with our decision
If your complaint relates to a regulated consumer credit contract and you are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service.
Financial Ombudsman Service
If relevant, you can refer your complaint to the Financial Ombudsman Service within six months of our final response. We will provide a copy of their explanatory leaflet with our final response.
We will co‑operate fully with the Ombudsman and agree to be bound by any awards made.
Contact details:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk