Complaints
We strive to make your dealings with us as professional and efficient as possible, however sometimes things do go wrong. If you have a complaint about any aspect of the service you have received from us, please bring your concerns to our attention as soon as possible in order that we can resolve your complaint promptly.
We have a formal complaints procedure to ensure that your complaint is handled in the right manner. Full details of this process are available on request.
Upon receipt of a complaint, it will be acknowledged and handled by our internal Compliance team, who will objectively review the circumstances.
For further information or to make a complaint please contact our Compliance Department, or email by clicking here.
Where your complaint relates to regulated activity that falls under the jurisdiction of the Financial Ombudsman and we are unable to resolve your complaint to your satisfaction, you have the right to refer your complaint to the Financial Ombudsman Service free of charge by phone (0800 023 4567) or email complaint.info@financial-ombudsman.org.uk.
Further information about the Financial Ombudsman Service can be found by visiting www.financial-ombudsman.org.uk.
Our Complaints Process
Believe Loans Ltd, Believe Finance Ltd, Believe Specialist Finance Ltd & Believe Protect Ltd are all part of the Believe Money
Group and are Appointed Representatives of Believe Advisor Limited who are authorised and regulated by the Financial Conduct
Authority. (FCA 841395)
Believe Advisor Limited are usually responsible for handling your complaint, however if it is identified that your sale was
conducted with a firm that was previously under a different Network, we will forward your complaint onto that Network for
them to acknowledge and investigate.
We aim to resolve complaints as quickly as possible and to your complete satisfaction. If you have a complaint, please contact us:
• In writing: Compliance Team, Believe Advisor Limited, Believe House, Heavens Walk, Doncaster, DN4 5HZ.
• By phone: 01302 591293
• By email: Compliance@believeadvisor.com
If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service (FOS)
Early resolution of complaints
If we can satisfactorily resolve your complaint by close of business on the third business day, we will forward you a Summary
Resolution letter:
• acknowledging your complaint & confirming that we now consider the complaint as resolved,
• informing you that if you subsequently decide you are dissatisfied with the resolution whether you can refer the
complaint to the Financial Ombudsman’s Service
• confirming the relevant FCA time limits and the availability of more information on the FOS website
Full investigation
Sometimes it may take longer to fully investigate your concerns, we will acknowledge your complaint and aim to complete our
investigations within eight weeks of receiving your complaint and send you a final written response letter:
• accepting the complaint and where appropriate offer redress or remedial action or
• offer redress or remedial action without accepting the complaint or
• reject the complaint and give you the reasons for doing so
• enclose a copy of the Financial Ombudsman Service’s explanatory leaflet
• inform you that if you subsequently decide you are dissatisfied with the resolution whether you can refer the complaint
to the Financial Ombudsman’s Service
• confirm the relevant time limits and provide the website address for FOS
If it takes longer than eight weeks, we will in writing explain why we are not in a position to make a final response and indicate
when we expect to be able to provide a final response:
• inform you whether you may refer the complaint to the Financial Ombudsman Service if you are dissatisfied with the
delay
• enclose a copy of the Financial Ombudsman Service’s explanatory leaflet
• confirm the relevant time limits and provide the website for FOS
Further information on the services provided by FOS can be found on their website
• Website: financial-ombudsman.org.uk
• In writing: The Financial Ombudsman Service, Exchange Tower, London. E14 9SR
• By phone: 0800 023 4567 or 0300 123 9123
• Email: complaint.info@financial-ombudsman.org.uk