Our Complaint’s Policy.
Our customers should always expect the highest standards of service and care throughout their time with us, but we know that sometimes things don’t always go as expected. In the rare event that you are not happy with our service or feel that you have not been treated fairly, we want to hear from you straight away.
So that we can solve your complaint quickly and ensure that you speak to the right person, we have an internal complaints handling procedure, which is detailed below for you.
What to do if you have a complaint
1st step – Contact us
Most issues can be handled directly by getting in touch with our customer service team at:
Accomplish Digital Limited,
Windmill Hill Business Park
We will respond to you acknowledging your complaint within 3 working days of receiving your communication. Although we assure you we will have the complaint investigated and be back in contact with a result within an 8-week time frame.
Our team is trained to help you with any problems you may have. As a rule, most issues can be resolved either by a customer service agent immediately or if necessary escalated to the senior member of staff responsible for the customer service team.
2nd step – If you don’t feel your issue has been resolved
Accomplish Digital Limited, will always aim to resolve your complaint as soon as possible. If we are unable to resolve the complaint on the spot, or within 3 working days, we will send you a prompt written acknowledgement of the complaint.
If you have spoken to the customer service team and don’t feel that your complaint has been addressed adequately, then we will ask you to submit a formal complaint. This can be done over the phone, via email, or by post.
When using email as your contact method, please title the email “Formal Complaint” so we can make sure it is handled correctly.
Please try to include as much information as possible at this stage to assist us in getting to the root of the problem quickly.
We will respond to you within 3 working days of receiving your complaint.
We will then fully investigate your complaint.
Someone who was not involved in your original dealings with us will handle the investigation.
In the unlikely event that we require more time to complete an investigation we will contact you to let you know. A final response will be issued within a maximum of 8 weeks of your original complaint.
3rd step – If our response does not resolve your complaint to your satisfaction
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
We’ll remind you of the time limit in our Final Response.
The Financial Ombudsman Service
0800 023 4567
0300 123 9123, Calls to this number cost no more than calls to 01 & 02 numbers. https://www.financial-ombudsman.org.uk
European Online Dispute Resolution Platform. In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: ec.europa.eu/consumers/odr/
If you have any questions regarding our complaints policy or require further information, please get in touch.
Fresh Loans is a registered trading name of Accomplish Digital Limited, registered in England and Wales under company number 11132550, with a registered office address of Windmill Hill Business Park, Whitehill Way, Swindon, England, SN5 6QR.
Accomplish Digital Limited is an appointed representative on the Financial Conduct Authority Register (837229) and licensed by the Information Commissioner’s Office (ZA504814).
Accomplish Digital Limited is an appointed representative of Mason Jones Solutions Ltd registered in England and Wales under company number 08984658 with a registered address of 20-22 Wenlock Road, London, N1 7GU. Mason Jones Solutions Ltd is authorized by the Financial Conduct Authority (725711) and licensed by the Information Commissioner’s Office (ZA246956)