At Cockle Finance, customer satisfaction is paramount. However, we recognise that sometimes things can go wrong and when they do, we will make sure that we fully investigate all complaints and put things right.

This policy is designed to set out the procedure in which we deal with complaints. It makes sure that you receive a quick and fair reply from us.

If you have a complaint, please follow this procedure to make sure we can resolve that complaint as quickly as possible.

We promise to:

  • Fully investigate your complaint
  • Keep you informed of progress
  • Do everything we can to help you

How to contact us:

Email: [email protected]

Post: Complaints Handling Officer, Cockle Finance, Office 130, 176 South Street, Romford, Essex, RM1 1BW

If you make a complaint, please provide us with the following:

  • Your name and address
  • Your agreements number
  • Your contact number
  • A clear description of your complaint
  • Details of what we can do to put things right

Complaints handling procedure

We aim to resolve all complaints quickly and fairly. We will respond in writing to all complaints within 10 working days letting you know that we’ve received it and that we are looking into it.

Your complaint will be referred to our complaints handling officer who will investigate the complaint.

You will receive a response to the complaint within 8 weeks of us receiving your complaint. In the unlikely event that you your complaint remains unresolved after 8 weeks we will advise you in writing why we are unable to offer a final response. At this stage we will also provide details of the Financial Ombudsman Service so that, if you wish, you are able to refer your complaint to them.

We have made our complaints handling process simple and easy to follow so that you should not have to have a solicitor or seek professional help. If you choose to do this, we will not meet your costs.

Independent review of your complaint

If you feel you are dissatisfied with our final response, you may, if you wish, refer the matter to The Financial Ombudsman Service. Referrals must be made within 6 months of us issuing our final response. The Financial Ombudsman offers a free, independent and impartial service for customers to resolve disputes with financial firms. They will only deal with your complaint if you have given us the opportunity to resolve it, so please contact us first .

The contact details for The Financial Ombudsman Service are:

The Financial Ombudsman Service
Exchange Tower
Harbour Square
London
E14 9SR
Telephone: 0300 123 9123
Email: [email protected]
Website: www.financial-ombudsman.org.uk

We are longstanding members of The Consumer Credit Association (CCA) if you wish, you can make a complaint directly to them, you can phone them on 01244 394760 or visit their website www.ccauk.org