Complaints Procedure  

Simple Backing Complaints Procedure.

Simple Backing is committed to providing exceptional customer service. Whilst every effort is taken to provide exceptional customer service, sometimes mistakes are made. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

Our complaints procedure has been set up for people who feel dissatisfied with our service.

You have a right to complain and have it investigated.  Simple Backing aims to learn from any mistakes and the complaints procedure is seen as very important in the continuous improvement cycle.

 

What is a complaint?

We consider any expression of dissatisfaction whether spoken or written, justified or not as a ‘complaint’, whether it is made from or on behalf of an eligible complainant. You may complain about the company’s provision of, or failure to provide a financial service.

This may include any allegation of financial loss (whether actual, potential or consequential), material loss or material inconvenience.

This also includes any written or verbal expression of dissatisfaction made about our level of service or concerning an individual.

We will treat all relevant complaints made by eligible complainants in a fair and consistent manner in accordance with the procedures set out in this document.

 

Who is an eligible complainant?

An eligible complainant is someone who has a customer or potential customer relationship with the firm, or someone who has an indirect relationship with the firm e.g. lenders, borrowers and brokers.

 

Do I have a complaint?

The types of complaint we will investigate include:

  • Poor customer service
  • Delay
  • Failure to carry out instructions
  • Misleading advertising

 

When is an expression of dissatisfaction not a complaint?

For example, complaints against a poor performing loan are not usually grounds for a valid complaint as this is an inherent risk of lending money, which is made clear to the investors at the time of registration and on our website.

 

How do I complain?

You may make your complaint in writing to:

Simple Backing Compliance Team, 28 Spinis, Bracknell,RG12 8XA.

Or telephone: 0800 612 6114

Or email: Info@simplebacking.co.uk

 

Who will handle my complaint?

Wherever possible we will endeavour to have your complaint investigated by someone in the company who is judged to be as impartial as possible.

You will be made aware of the name and job title of the complaint handler.

Simple Backing reserves the right to use a third party administrator for the purposes of handling complaints.

 

How will my complaint be investigated?

Your complaint will be handled in a fair, consistent and prompt manner.

A person of sufficient competence will investigate the complaint.

Responses to all complaints will adequately address the subject matter of the complaint.

 

How long do I have to wait?

Wherever possible we will try to resolve the complaint to your satisfaction by the end of the next business day.

In circumstances where this is not possible we have strict time frames set down by our Regulator that we must adhere to.

Upon receipt of your complaint we will send you a written acknowledgment within five working days of what we understand your complaint to be.

This acknowledgment will also include the name and job title of the complaint handler and details of the company’s procedures for dealing with complaints.

The company then has approximately two months to resolve your complaint.

Within four weeks we must have sent you either our ‘final’ response resolving your complaint or a ‘holding’ response, explaining why we are not yet in a position to make a final response and an indication of when the firm will make further contact.

Within eight weeks we must have sent you a ‘final’ response or if this is not possible, we must give you details of the reason why we are still unable to resolve your complaint, why there has been a delay and when we expect to be in a position to provide a final response.

If we have to change any of the timescales above, we will let you know.

 

When is a complaint closed?

A complaint is considered to be closed as far as the company is concerned when:

  • The company has sent a final response.
  • The complainant has indicated acceptance in writing or the company’s earlier response.
  • The complainant has not responded within eight weeks.

What if I am not satisfied with the outcome of the investigation?

Should you have a relevant complaint that is not settled to your satisfaction by us within the appropriate time frame you may refer your complaint to the Financial Ombudsman Service (FOS). FOS is an independent service for resolving complaints.  Their website is at http://www.financial-ombudsman.org.uk.  Alternatively, you can use the EU Online Dispute Resolution (ODR) website at http://ec.europa.eu/consumers/odr.

 

Useful Contacts:

For more information regarding the Financial Conduct Authority (FCA) please contact:

Address: The Financial Conduct Authority, 25 The North Colonnade, Canary Wharf, London E14 5HS

FCA Consumer Helpline: 0800 111 6768

FCA Consumer Website: http://www.fca.org.uk/consumers

 

For more information regarding the Financial Ombudsman Service, please contact:

Address: South Quay Plaza, 183 Marsh Wall, London E14 9SR.

Telephone: 020 7892 7300

Website: http://www.financial-ombudsman.org.uk

 

The Online Dispute Resolution (ODR) can be found at:

Website: http://ec.europa.eu/consumers/odr

If you have any questions or wish to discuss your requirements with the Simple Backing team, please contact us.