Our Guide to handling your Complaint
At Hastings Direct, we are committed to providing all of our customers with the best possible service.
However, we understand that there may be times when we fall short of our high standards and we do not meet your expectations.
We want all our customers to let us know straight away if they are unhappy so that we can address the issues raised and try to avoid similar issues in the future.
If you need to make a complaint we will try to resolve your complaint quickly and efficiently. In particular, we aim to:
- Make it easy for you to tell us about your complaint
- Carry out a full investigation
- Give your complaint our careful attention
- Provide a thorough account of our actions
- Make sure you are happy we have handled your complaint fairly
- If you are still unhappy, provide you with information to take your complaint further
How to make a complaint
We understand that making a complaint can be stressful, which is why you can complain in a way which suits you:
- Call us on 0333 999 8875
- Email: lending@hastingsdirectloans.com
- Write to us at: Complaints, Hastings Direct (Loans), Conquest House, 32-34 Collington Avenue, Bexhill-On-Sea, East Sussex, TN39 3LW
How we will handle your complaint?
If you make a complaint and it hasn’t been resolved by the end of the third business day after it was received, we will send you a formal acknowledgement of your complaint within five working days. If we send an acknowledgement letter it will explain who is dealing with your complaint and when we will be in contact again.
We will then investigate your complaint fully and write to you with our findings within 8 weeks, although if your complaint is particularly complex, we may need to spend a little longer investigating it. In all instances we will keep you up to date on our progress.
The Financial Ombudsman Service
We try to resolve all complaints from customers internally. However, if you remain unhappy with our response to your complaint, or if we have not resolved it 8 weeks after you first told us about it, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must refer it to them within 6 months of the date of our final response to you. You can contact them at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 08000 234 567 or 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk
The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. For further information you can visit their website at: