COMPLAINTS PROCEDURE

Customer Complaints Handling Procedure

If you have a complaint relating to our company, then we want to hear about it and we will do our best to put it right.

As a business, which provides financial services, we have in place and operate a strict procedure to handle any complaints our business may receive. If you feel you need to make a complaint, please contact us at Luv financial solutions Ltd, 11b Olympic Park, Olympic Way, Warrington, WA2 0YL or by telephone on 0800 014 9445, Alternatively, please email [email protected]

If you have a complaint regarding Discrecionary Commision Arrangements please contact the below email designated to assist you in your complaint

[email protected]

Once we receive your complaint we will try to resolve it at the earliest opportunity and in most cases, we will respond within 3 working days; however, we must make you aware that we have a maximum of eight weeks from the date a complaint is received by us to issue you, as the complainant, a final response.

This final response will:

• Give a summary of the complaint, setting out the outcome of our investigation and our final view on the issues raised.
• State whether we acknowledge there has been a fault on the part of our business
• Give details of any offer to settle the complaint if deemed necessary
• Explain your right as a consumer to refer your complaint to the Financial Ombudsman Service if you are unhappy with our response.

If we require more time to investigate a complaint, we will contact you within the eight-week period to inform you of this and ask for your agreement to extend to this period. A final response will then be sent to you by the conclusion of the agreed time extension.

In the event that you are unhappy with our final response, you have the right as a consumer to refer the matter to the Financial Ombudsman Service with six months of the initial complaint.

Contacting the Ombudsman Service

Address

Financial Ombudsman Service Exchange Tower
London
E14 9SR

Telephone Number for Consumers

0300 123 9123