Complaints policy

How Red Squirrel Leasing Ltd handles complaints

We always endeavor to meet your needs and want you, our customers to be happy. We aim to provide a very high standard of service to every client. In the event that this isn't achieved and you want to make a complaint, please note that it is important to us that all complaints are resolved as quickly as possible and to your complete satisfaction.

Any complaint verbal or written will be referred to our Complaints Officer at the earliest opportunity or to a member of the senior management team if the Complaints Officer is unavailable. Our Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints.

On receipt of a complaint we will:

Acknowledge the complaint promptly
Make contact to seek further clarification on any points where necessary
Fully investigate the complaint
Discuss with you our findings and proposed response.

Adviser, Provider or Quality of Goods

Clients occasionally express dissatisfaction to their adviser about the product provider, or the quality of the goods. We will need to establish whether or not your complaint relates to the advice given, the advisers service, the service or performance of the product provider, or the quality of the goods. If unclear, this must not delay investigation and we will proceed with our investigation.

If the complaint is about another party, we will refer details of the complaint to the third party and confirm this course of action to you in writing.

Investigation

The Complaints Officer will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction:

Dealing with complaints promptly and fairly
Giving complainants clear replies and, where appropriate, fair redress.

Informal complaints process.

Will will aim to settle all complaints within 3 business days and complaints that can be settled to your satisfaction within 3 business days will be recorded and communicated via an informal process.

If a solution to your complaint is proposed and you indicate your acceptance, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which:

refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction you will be able to refer the complaint back to us for further consideration, or alternatively refer the complaint to the Financial Ombudsman Service.
we will tell you that if you subsequently decide that you are dissatisfied with the resolution, you will be able to refer the complaint back to us for further consideration, or alternatively refer the complaint to the Financial Ombudsman Service (FOS).

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.

Complaints which cannot be resolved within three business days.

Where the Complaints Officer judges that your complaint cannot be resolved within three business days, or they were unable to resolve your complaint within this period, the formal FCA complaints procedure will be followed. This process requires that we:

Send you an initial response letter within five days of receiving your complaint, or immediately on realising the informal complaints handling process will not reach a resolution
Provide you with details of our complaints handling procedures
Fully investigate the complaint and, where necessary, make contact with you to seek clarification on any points
Send you a final response letter as soon as possible, but no later than eight weeks after receiving the complaint, detailing how your complaint has been resolved and if any redress will be offered.

While we will always aim to complete an investigation within eight weeks, if, for any reason our investigation is not concluded within this period, our Complaints Officer will right to you again, informing you of the reasons for the delay and advise that if you are not satisfied with our progress you may be entitled to refer the complaint to the Financial Ombudsman Service (FOS).

Final response

Our final response letter will set out clearly our decision and the reasons for it. If any financial redress is offered, a clear method of calculation will be shown, and it will be paid promptly and in full.

We will include details of the Financial Ombudsman Service (FOS) in our final response. If you are not satisfied with the outcome, you may be eligible to refer your complaint to FOS. You must refer the matter to FOS within six months of the date of the letter or the right to use this service is lost.

Financial Ombudsman Service (FOS)

It is our policy to treat all customers equally, however, only eligible complainants may refer their complaint onto the Financial Ombudsman Service (FOS). Eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.

Eligible complainants are:

· A consumer

· Companies within the definition of a microenterprise

· Charities with an annual income of under £6,500,000

· Trustees of a trust with assets of under £5,000,000

· A small business (only an eligible complainant if the conduct took place after the 1st April 2019)

· A guarantor

The Financial Conduct Authority complaints rules apply to complaints:

made by, or on behalf of an eligible complianant
relating to regulated activity
involving an allegation that the customer has suffered, or may suffer financial loss, material distress or material inconvenience.

We will co-operate fully and at all times with the FOS, in resolving any complaints made against us and agree to be bound by any awards made by the FOS.

The contact details for FOS are:

· The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0800 023 4567 (free for most people ringing from a fixed line)

0300 123 9123 (cheaper for those calling from a mobile phone)

+44 20 7964 0500 (if calling from abroad)

Email: [email protected]

Website: www.financial-ombudsman.org