SM Finance Lounge – Complaints procedure

At SM Finance Lounge LTD it is fundamental to us that we provide you with the very best service. However, we do recognise that very occasionally things do not go as planned and in these rare circumstances we will do everything we can to rectify your issue.

We welcome you telling us about it so that we can put matters right for you and make improvements going forward.

We want to rectify your issue as soon as possible so no matter how you communicate with us, we’ll listen and act on your concerns. The easiest way is by talking to us about your concern. Please call us to discuss on 02382681331 or if you prefer to email or write, you can reach us at simona@smfinancelounge.co.uk  or Tagus House, 9 Ocean Way, Southampton, Hampshire, United Kingdom, SO14 3TJ

To help us investigate and resolve your complaint, please make sure you include:

• Your name and address
• The name and address of the representative that you have dealt with
• Any relevant account and policy numbers
• A description of your complaint and how you have been affected
• When your issue happened
• A contact number (or other preferred method of contact) and a convenient time to contact you

WHAT HAPPENS NEXT?

SM Finance Lounge LTD aim to resolve all complaints as quickly as possible. We will consider all available evidence, the circumstances together with any relevant laws or regulations. We will keep you regularly updated about what is happening and discuss our findings.

We will contact you within 5 working days to let you know we are considering your complaint and clarify any points where necessary. If we can resolve your complaint within 3 working days, we will send you a Summary Resolution Communication. This is a written confirmation which confirms that you made a complaint and that we now consider the matter resolved.

Sometimes SM Finance Lounge LTD may not be able to resolve your complaint within 3 working days. On these occasions, we will issue you with an acknowledgement/initial response outlining the circumstances of your complaint. We aim to respond to all complainants within 4 weeks, although we have up to 8 weeks from receipt of your complaint to investigate and provide our final response.

When we have fully investigated your complaint and reached a decision, we will write to you with our Final Response. This will explain our findings, our decision and any action we propose to take.

If you are unhappy with our final response, or if 8 weeks have passed since you first raised your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service.

FOR MORE COMPLEX ISSUES, WE MAY NEED MORE TIME TO INVESTIGATE YOUR CONCERNS. IF THIS IS THE CASE:

We’ll send you an acknowledgement letter outlining the next steps and when you can expect to hear from us.

We’ll keep you updated of our progress throughout our investigation.

We may need to contact you for more information using your preferred method of contact.

OUR FINAL RESPONSE

Once we’ve completed a thorough investigation, we’ll give you a Final Response. This will outline the details of our investigation, how we reached our decision and what we’re going to do to put things right.

If for any reason you’re not happy with our decision, or it has been over 8 weeks since you first raised your concerns with us, you may be able to refer your complaint to the Financial Ombudsman Service.

We’ll send you the full details of our decision in a ‘resolution letter’, including your right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service acts as an independent and impartial organisation which helps settle disputes between consumers and financial services businesses.

You can contact the Financial Ombudsman Service at:

Phone: 0800 0 234 567 (free from fixed and mobiles) lines

Web: www.financial-ombudsman.org.uk

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

Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

Acknowledgement within 5 working business days and where Investigation Complaint handled within 3 days a Summary Resolution Coms is then sent