Complaints

Complaints

Making a Complaint

As an organisation, we take any and all complaints incredibly seriously. We always strive to provide the highest quality advice and service to our customers and we always do what we can to resolve complaints both quickly and to our customers satisfaction.

You can make a complaint by contacting us using the details below:

In writing: The Compliance Department, impact specialist finance, 24 Carfax, Horsham, West Sussex RH12 1EB

By Phone: 01403 27 26 25

By Email: [email protected]

The complaint process

We have created a step by step guide to help you with the complaints process from beginning to end.

If you are looking to make a complaint please refer to the guide below.​

When we are notified of a complaint we will record the details and, if we can resolve the matter there and then, we will.

If we haven’t resolved the matter within 3 business day, because the situation require further investigation, we will acknowledge the situation in writing, sending you a copy of this process and explaining the next steps.

 

If your complaint is resolved within this time frame we will issue you a “summary resolution communication” which will confirm your rights under the Financial Ombudsman Service (FOS)

If the complaint is not resolved within a four week period, our compliance department will write to you confirming this and duly explain the reasons for the delay.

If Impact Specialist Finance, are still unable to resolve your complaint within 8 weeks, we will write to you confirming this. An explanation will be offered, with reasons for the delay, and permission requested to continue investigation.

 

At this stage we will remind you of your right to refer the complaint to the Financial Ombudsman Service (FOS) with details of how to do this.

As soon as the investigation has been completed you will be written to by our compliance department providing a full explanation of the investigation and setting out their findings and why they have reached their decision.

 

The findings will either be that you had “cause” or “no cause” to complain.

The Financial Conduct Authority (FCA) states that “a complaint is considered resolved where the complainant has indicated acceptance of a response form the respondent. With neither the response nor acceptance having to be in writing”.

 

It is our commitment to keep you informed about the progress of the investigation of your complaint. You may request an update at any time.

 

Contact details are:

 

In Writing: The Compliance Department, impact specialist finance, 24 Carfax, Horsham, West Sussex RH12 1EB

By Phone: 01403 27 26 25

By Email:  [email protected]

The Financial Ombudsman Service

Contact Details:

The Financial Ombudsman Service, Exchange Towers, London E14 9SR

Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm

0800 023 4 567
Calls to this number are now free on mobile phones and landlines

0300 123 9 123
Calls to this number cost no more than calls to 01 and 02 numbers

These numbers may not be available from outside the UK, please call us from abroad on
+44 20 7964 0500.

Email
[email protected]n.org.uk

Website
www.financial-ombudsman.org.uk

The Financial Ombudsman Service
Contact Details:

The Financial Ombudsman Service,
Exchange Towers, London E14 9SR

Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm

0800 023 4 567
Calls to this number are now free on
mobile phones and landlines

0300 123 9 123
Calls to this number cost no more than
calls to 01 and 02 numbers

These numbers may not be available from outside the UK, please call us from abroad on
+44 20 7964 0500.

Email
[email protected]

Website
www.financial-ombudsman.org.uk

Opening Times

Monday to Friday: 9:00 - 17:30
Saturday: 9:00 - 14:30
Sunday: Closed

Contact Details

impact House, 24 Carfax,
Horsham, West Sussex RH12 1EB
Phone: 01403 272625
Email: [email protected]