FAQ

Beech Finance Ltd. Customer Guide To Our Complaints Procedures

We take pride in the service we provide to our customers and always aim to maintain our high standards. However, if we become aware of a customer’s concerns or unease, we give priority to resolving the matter as quickly as possible. To assist with this process, we have prepared procedures to ensure that complaints are handled fairly and within reasonable timescales. These procedures are as follows;

We regard a complaint as being:

“Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience”.

We will provide a copy of this document on request or when acknowledging a complaint.

On receipt of a complaint, we will pass the details onto our Complaints Officer, who will be responsible for ensuring that any complaint will be dealt with promptly and fairly.

Making a Complaint

If you wish to make a complaint, please contact the Complaints Officer at:

Beech Finance Ltd. Venture House, Cross Street Macclesfield SK11 7PG

Acknowledging your Complaint

If your complaint cannot be resolved by the close of the next business day, following its receipt, we will promptly send you a written acknowledgement, within five working days of receipt of your complaint.

If you make an oral complaint, our written acknowledgement will set out our understanding of your complaint.

If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the allegation(s) made, we will promptly forward the complaint, or the relevant part of it, to that firm. We will write to you to confirm our actions and provide contact details of the firm concerned.

Investigating your Complaint

Your complaint will be investigated by somebody who is competent and as far as is possible by an individual who is unconnected to the subject of your complaint.

Your complaint will be investigated diligently and will be assessed fairly, consistently and promptly. We may ask you to submit copies of documentation and may request further information from you to assist us with our investigation.

We will take into account any documents and/or information you may provide in relation to your complaint.

Keeping you Informed

If your complaint cannot be resolved by the close of the next business day, following its receipt, we will ensure that you are regularly kept informed of our progress with regards to the investigation into your complaint.

Any progress updates will include:

• the reasons for any delay
• what further information/documents we require to resolve your complaint
• when you may expect to receive a further update / our Final Response letter

We will work towards completing our investigation into your complaint within Eight Weeks of its receipt

We will undertake a thorough investigation of your complaint, which may take a little bit of time. However in the event that we have been unable to conclude our enquiries within the Eight-Week period, we will write to you and let you know when we expect to be in a position to issue our Final Response letter. After the Eight-Weeks period you are entitled to refer the matter to the Financial Ombudsman Service (FOS).

We will also provide you with details of your right to refer the matter to the Financial Ombudsman Service (FOS). They can be contacted at:

The Financial Ombudsman Service Exchange Tower London E14 9SR

Telephone: 0800 023 4567 (from a landline) or 0300 123 9123 (from a mobile)

E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it. Website: www.financial-ombudsman.org.uk

Resolving your Complaint

When we have finalised our investigation into your complaint, we will issue our Final Response letter.

Our Final Response letter will be:

• fair, clear and not misleading.
• provide details of our investigation and decision.
• if relevant, include any offer of remedial action or the appropriate level of redress (or both)

If you are not satisfied with our decision, or you have not received a decision after the Eight-Weeks period, you have the right to refer the matter onto the Financial Ombudsman Service (FOS) within 6 months from the date of our Final Response letter, or the end of the Eight Week Period, or you may lose that right. Details of this right and an explanatory leaflet will be provided.