Our complaints process
At Time Finance plc we are proud of the reputation we have with our customers, so we take complaints about our products and services very seriously. We understand that making a complaint can be very stressful for our customers, but we will make every effort to ensure it is dealt with fairly and as quickly as possible.
How we handle complaints
All firms within Time Finance plc strive to offer our customers the highest standards of service and we will take any concerns you have seriously. If you are unhappy about any aspects of our service, this leaflet explains how we will address your concerns.
What to do if you have a complaint
If you wish to register a complaint, please contact us:
In writing… Post: Second Floor, St James House, The Square, Lower Bristol Road, Bath, BA2 3BH
By phone… 01225 474 230
When we receive your complaint, we aim to resolve your concerns within the first 3 working days if we can. Specially trained members of our team will investigate your complaint and report back to you. If you are happy to accept their proposed resolution, we can agree to close your complaint and confirm that to you in writing.
If you are still unhappy and we cannot agree an early resolution with you, your complaint will be escalated and assigned to a member of our dedicated Complaints Team. We will send you a letter confirming their contact details within 5 working days. They will be your personal point of contact while we fully investigate your complaint.
We may ask you to provide additional information and evidence relating to your complaint, so we can fully understand and assess your specific concerns.
Your dedicated complaint handler will investigate your complaint thoroughly and impartially and ideally write to you within 4 weeks to confirm their findings and a final offer of resolution. If we need more time to complete our investigation into your complaint at the 4-week stage, we will send you a holding letter to let you know this. As soon as we can reach a fair conclusion for you, we will send you a final response letter. We will do this no later than 8 weeks from the date we received your complaint.
If you are unhappy with our decision and the resolution we propose, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). They can be contacted on: 0800 023 4567, firstname.lastname@example.org or at The Financial Ombudsman Service, Exchange Tower, London E14 9SR. You can find further information about our Complaints Handling Procedure and the service offered by the FOS on our website: www.timefinance.com.
Time Broker Finance Limited, Time Vendor Finance Limited, Bell Finance Limited, Time Hard Asset Finance Limited, Car Finance 2U Ltd and Time Loan Finance Limited – referred to collectively as Time Finance plc throughout this document – are authorised and regulated by the Financial Conduct Authority (FCA) in the United Kingdom. The FCA sets specific rules and regulations for how authorised firms must handle and resolve complaints in respect of its regulated activities from its customers. Rules and regulations can be found in more detail on their website: www.handbook.fca.org.uk/handbook/DISP.pdf.