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Complaints Procedure

Complaints Procedure

Synergi Finance aims to provide its customers with the highest standard of service. If our service fails to meet your requirements, we will endeavour to find a solution.

Complaints that we can and cannot deal with

We only handle complaints about the work, staff, and level of service provided by our company.

We cannot deal with:

  • Complaints regarding the conduct or service of another finance company.
  • Complaints regarding the equipment you have purchased.

In the event that your complaint relates to one the above, we will provide you with details of how to contact them directly.

Complaints about Synergi Finance

Firstly, we advise that you speak to the person who handled your transaction. This is usually the quickest way to solve a problem. If you are still not satisfied, you can call the office on 0333 242 3311. Our lines are open from 9:00am to 5:00pm, between Monday and Friday (excluding bank holidays).

Customer complaints procedure

1. We aim to resolve a complaint on the following business-day of its receipt. This will be investigated competently, diligently, and impartially. It will also be assessed fairly, consistently, and promptly. And all relevant factors will be considered.

2. If we are unable to resolve your complaint by the following business day, we will get in touch within five working days. We will also outline the result of the investigation if it has been completed. If the investigation has not been completed, we will get in touch to confirm that we will:

a. Provide you with regular updates on our progress (you may contact us at any stage).

b. Advise you that (upon completion of our review) we will inform you of the outcome.

c. And finally (following completion of the investigation), we will provide you with the details. These will relate to the process as well as the outcome.

Investigating a complaint

The investigation will include, as a minimum:

  • A review of the relevant client file.
  • Will take into account any information and/or documents submitted by you.
  • Will (if necessary) request any additional information.
  • And lastly (if relevant) contact the relevant provider(s).

You can take your complaint to the Financial Ombudsman Service. You must also be a private individual, firm, charity, or organisation with less than £1,000,000 turnover to be able to do this. And you can contact the Financial Ombudsman at:

The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.

Before you refer the matter to the Ombudsman, you should find out if your complaint is in their jurisdiction. You can call them on 0845 080 1800 or you can also visit their website http://www.financial-ombudsman.org.uk/.

Synergi Finance aims to provide its customers with the highest standard of service. If our service fails to meet your requirements, we will endeavour to find a solution.

Complaints that we can and cannot deal with

We only handle complaints about the work, staff, and level of service provided by our company.

We cannot deal with:

  • Complaints regarding the conduct or service of another finance company.
  • Complaints regarding the equipment you have purchased.

In the event that your complaint relates to one the above, we will provide you with details of how to contact them directly.

Complaints about Synergi Finance

Firstly, we advise that you speak to the person who handled your transaction. This is usually the quickest way to solve a problem. If you are still not satisfied, you can call the office on 0333 242 3311. Our lines are open from 9:00am to 5:00pm, between Monday and Friday (excluding bank holidays).

Customer complaints procedure

1. We aim to resolve a complaint on the following business-day of its receipt. This will be investigated competently, diligently, and impartially. It will also be assessed fairly, consistently, and promptly. And all relevant factors will be considered.

2. If we are unable to resolve your complaint by the following business day, we will get in touch within five working days. We will also outline the result of the investigation if it has been completed. If the investigation has not been completed, we will get in touch to confirm that we will:

a. Provide you with regular updates on our progress (you may contact us at any stage).

b. Advise you that (upon completion of our review) we will inform you of the outcome.

c. And finally (following completion of the investigation), we will provide you with the details. These will relate to the process as well as the outcome.

Investigating a complaint

The investigation will include, as a minimum:

  • A review of the relevant client file.
  • Will take into account any information and/or documents submitted by you.
  • Will (if necessary) request any additional information.
  • And lastly (if relevant) contact the relevant provider(s).

You can take your complaint to the Financial Ombudsman Service. You must also be a private individual, firm, charity, or organisation with less than £1,000,000 turnover to be able to do this. And you can contact the Financial Ombudsman at:

The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR.

Before you refer the matter to the Ombudsman, you should find out if your complaint is in their jurisdiction. You can call them on 0845 080 1800 or you can also visit their website http://www.financial-ombudsman.org.uk/.

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