0800 316 2224

Complaints Procedure

We do everything possible to ensure all our customers obtain a professional service. However there may be occasions when you feel the level of service you receive has fallen below an acceptable standard. If this is the case you should contact us to voice your concerns.

How to complain:

If you feel the level of service you have received has fallen below an acceptable standard you can contact us by:

  • Telephoning – 0800 316 2224
  • E-mailing – enquiries@cleverlending.co.uk
  • Writing to – Complaints Team, Financial Makeover Ltd t/a Clever Lending, Kempton House Kempton Way, Dysart Road, Grantham, Lincolnshire, NG31 7LE

How long will it take to deal with your complaint?

Where possible we aim to resolve your complaint by the end of the third business day following receipt of your complaint.

If you have made a detailed complaint and it is not possible for us to resolve it by close of business on the third business day, then within five working days of receipt we will write to you to tell you who is dealing with your complaint.  If we consider that your complaint would be more appropriately dealt with by another firm, for instance the lender, we will refer your complaint to that firm and provide you with their contact details.

The person dealing with your complaint will investigate the issues you raise and provide you with a final response to the complaint within eight weeks.  In the unlikely event the matter remains unresolved, we will write notifying you of the reasons for the delay and informing you, where the complaint qualifies, of your right to refer any dissatisfaction to the Financial Ombudsman service.

Financial Ombudsman Service

If you are not happy with our final response you are entitled to complain to the Financial Ombudsman Service.

The Financial Ombudsman offers a free and independent service where, subject to it meeting the qualifying criteria, they will look at your complaint, along with our response.  The Financial Ombudsman Service will only consider your complaint after we have provided our final response.  If you want the Financial Ombudsman service to look into your complaint, you must contact them within six months from the date you received our final response.

You can find out more about the Financial Ombudsman Service on their website at www.financial-ombudsman.org.uk

You can write to the Financial Ombudsman Service at:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone 0845 080 1800

E-mail: complaint.info@financial-ombudsman.org.uk

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