Complaints Procedure
Our commitment
At Option Finance, we are committed to providing a high standard of service. However, if you are unhappy with any aspect of our service, we want to know about it so we can put things right.
Option Finance Ltd is an appointed representative of Finance Advice Group Ltd, which is authorised and regulated by the Financial Conduct Authority. Finance Advice Group Ltd oversees how we handle complaints.
How to make a complaint
You can make a complaint by:
- Email: [email protected]
- Phone: 01332 470 400
- Post: 119A Friar Gate, Derby, Derbyshire, DE1 1EX
What happens next
- We will acknowledge your complaint promptly, usually within 3 business days
- Your complaint will be investigated by a senior member of our team
- We aim to resolve complaints as quickly as possible and will send our final response within 8 weeks
- You will receive a written final response explaining our findings and any action taken
If you're not satisfied
If you are not satisfied with our response, or if we have not resolved your complaint within 8 weeks, you can refer your complaint to the Financial Ombudsman Service (FOS):
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You must refer your complaint to the FOS within 6 months of receiving our final response.