EFT Finance always strives to provide a great service, giving clear advice on products that deliver for you.  If you are unhappy with any part of your dealings with us, please let us know. 

You may complain to your usual EFT Finance Limited contact verbally (by ‘phone or in person) or send us an email or letter.  If you wish, you may complain to the address below:

Complaints Manager

EFT Finance Limited

Milnwood

13 North Parade

Horsham

West Sussex

RH12 2BT

Tel: 01403 258934

Email: compliance@eftfinance.co.uk

What you need to tell us

To be able to consider your complaint we need as much information as you can give us.  This information will be used to investigate and resolve your complaint.  And if your complaint is about the funder’s service, your information will also be provided to the funder.

When should I complain?

Within 6 years of the event you wish to complain about.

What we will do next

We will send you a letter acknowledging receipt of your complaint and the information you have given.  We will also enclose a copy of the Financial Ombudsman Service’s Consumer Leaflet.  We will then investigate and if possible, resolve your complaint within 3 working days.  If we can resolve your complaint within 3 working days, we will send you a Summary Resolution Communication.

If we cannot resolve your complaint within 3 working days, we will give you an update on our progress after 4 weeks.

How long will it take to sort out?

Within 8 weeks, we will let you know the outcome of our investigations and where applicable, any remedial action to be taken and compensation to be offered. This will be our Final Response to your complaint.

What if I’m still not happy?

You can tell The Financial Ombudsman Service about your complaint.  The Financial Ombudsman Service offers a free, independent complaint resolution service.  You must contact The Financial Ombudsman Service within 6 months of the date of our Final Response.

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Tel: 0800 023 4567 (free for most people ringing from a fixed line) or 0300 123 9123 (from mobile phones) or +44 20 7964 0500 (if calling from abroad)

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

Calls using Relay UK (18002) 020 7964 1000

Online form: www.financial-ombudsman.org.uk/contact-us

The Financial Ombudsman Service requests that you contact them (via email or online, where possible) after you have received our Summary Resolution Communication or our Final Response letter.  Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk