How to lodge a complaint

What is a complaint?
A complaint is defined as “an expression of dissatisfaction made to or about an organisation, related to its products, services, staff, or the handling of a compliant, where a response or resolution is explicitly or implicitly expected or legally required.”
Any person who is dissatisfied with our service, for any reason, may contact us to complain.
Sometimes we may receive negative feedback, which is not an actual complaint and as such may not require a resolution or formal follow up. Whilst we welcome feedback from all our customers, this policy does not apply to feedback of this nature.

If you have a complaint to make and you have not been able to resolve it to your satisfaction with the staff member involved, we encourage you to let our Complaints Officer know via any of the following contact points:
Call us: 02033045782
Email: admin@nationscarfinance.co.uk
By post:
Customer Relations
Nations Financial Services Limited
293A Heathway, Essex, Dagenham, RM9 5AQ

Our complaints process
We aim to deal with your complaint as soon as it arises, however in some instances we may require more time to carry out our investigation. We have outlined our response timeline below and how we keep you updated on our progress:

We aim to resolve your complaint within three working days of receipt. If we are able to resolve your complaint within this timescale, a letter will be issued to you and your right to refer to the Financial Ombudsman Service will be included.
If we have not resolved your complaint within three working days, we will:
By day 5
Acknowledge your complaint in writing within five working days of your complaint being received.
By day 28 (Four Weeks)
If we have been unable to provide a full response to your complaint by day 28, we will write to you again to confirm our investigations remain on-going.
By day 56 (Eight Weeks)
In the unlikely event of us not being able to provide you with our final response within 56 days (eight weeks), we will write to you with a progress update and will also include details on how to refer your complaint to the Financial Ombudsman Service.

Our final response to you will clearly set out how we investigated your complaint, our decision and any remedial action appropriate to your individual circumstances.

Extra assistance
Should any extra assistance be required to resolve this issue, including language interpretation please let our Complaints Officer know. We will then attempt to rectify any such challenge.

External Dispute Resolution
If you’re not happy with our final decision
You have six months from the date of our final response to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service provides fair and independent financial services complaint resolution that is free to consumers. Details are as follows:
Financial Ombudsman Services (FOS).
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Website: www.financial-ombudsman.org.uk