Complaints Procedure

We recognise that sometimes things can go wrong and when they do we at Two Finance want to help in getting things resolved. Our detailed complaints procedure has been set up so that in the event of a complaint, you can receive a prompt and sensible reply from us.

  • If you do have cause for complaint, we want to resolve it straight away

  • If you tell us about it, we will do our best to put it right

Our complaints procedure is a process in which we learn from the experience and further improve our service systems and teams. 

We will:

  • Fully investigate your complaint

  • Keep you informed of progress

  • Offer our help when you need it

How to contact us

Here is how you can contact Two Finance should you have a complaint:

By phone: 0330 133 3713

By post:
Complaints Handling Officer
Two Finance
River Mole Business Park,
Mill Road,

Esher,

Surrey
KT10 8BJ

By email: complaints@two.finance

When you write to us, please tell us:

 

  • Your name and address, or the name and address of the complainant if you are complaining on someone else's behalf and your relationship to them including your business details;

  • Your Two Finance agreement number;

  • Your daytime phone number (where we can contact you if we need to) and any times you would prefer us to contact you;

  • A description of your concerns or complaint; and

  • Details of what you would like us to do to put things right

Complaints Handling Procedure

The following is a summary of how Two Finance deals with complaints:

We aim to resolve complaints quickly and fairly. Where possible, we aim to resolve complaints within three business days using our Early Resolution Procedure. If it is not possible to resolve your complaint through the Early Resolution Procedure, we shall send to you as soon as possible, and in any event, within five business days of receiving the complaint, an acknowledgement in writing. Your complaint will be referred to the head of the relevant department, who will investigate the complaint promptly, thoroughly and impartially.

If your complaint refers to the actions of a third party, we will ask that party to investigate and report back to us, to enable us to fully respond to your complaint. In the event that we do seek input from a third party, we shall notify you of this and keep you updated. In some circumstances where the third party is solely responsible for the complaint, we will refer the complaint to the third party who will respond directly to you. We will notify you in writing that the complaint has been referred. In these circumstances, Two Finance will have no further obligation to deal with your complaint in accordance with its complaint’s procedure.

You will receive a response as soon as possible and, in any event, within eight weeks of Two Finance receiving your complaint.

In the unlikely event, your complaint remains unresolved within eight weeks; we will advise you in writing why we are unable to offer a final response and when we expect to be able to do so. We will also provide you with details of the Financial Ombudsman Service together with an explanatory leaflet. This will enable you if you wish; to refer your complaint to the Financial Ombudsman Service should you be dissatisfied with the delay or the handling of your complaint.

We have intentionally made our complaints handling procedure simple to follow so that you should not have to use a solicitor or seek professional help. If you choose to do this, we will not meet your costs.

Independent Review of your Complaint

 

Should you be in the unlikely event of being dissatisfied with our final response, you may, if you wish, refer the matter to the Financial Ombudsman Service. Any referral must be made within six months of the date of our final response. The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial firms.

The Financial Ombudsman Services say that they will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

The contact details for the Financial Ombudsman Service are set out below:

Post:
Financial Ombudsman Service Exchange Tower
Harbour Exchange Square
London
E14 9SR

Telephone:  0300 123 9123 or 0800 023 4567
Email:  complaint.info@financial-ombudsman.org.uk
Website:  www.financial-ombudsman.org.uk

Two Finance is a member of the Finance and Leasing Association (FLA). If you would like to make a complaint directly to them, you may phone them on 020 7836 6511 or get the relevant information from www.lendingcode.org.uk

As a first step, the FLA will refer your complaint back to us to review and respond. If you are still not satisfied, the FLA will try to conciliate up to the time the matter is resolved or is decided by the Financial Ombudsman Service or a court.

You will not be entitled to use the FLA conciliation scheme if your complaint has been decided by the Financial Ombudsman Service or a court.