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Complains Personal Finance

How we will handle your complaint?

At Bandenia, our customers are at the heart of everything we do, and we are committed to providing you with the best possible service. We take accountability and want to make sure we deliver on our promises, but we realise that sometimes, things don’t always go to plan, and we may need to put things right.

If you are not satisfied with any product or service you have received from us, our internal complaint handling procedures are there to deal with your concerns on the rare occasions when things go wrong.

We value our customers extremely highly and take all customer complaints seriously. When a complaint is received we always aim to investigate it quickly, in order to identify the root cause, prevent any re-occurrence and, wherever possible, resolve the complaint to the customer’s satisfaction. We always apologise for mistakes or instances where our service did not meet our usual high standards.

If we receive a complaint which is the responsibility of one of our partners, your concerns will be referred to them in writing. We will also write to you confirming that your complaint has been referred on, and include partner details.

How long it will take?

Many complaints can be resolved quickly by one of our Customer Helpline Advisors, but there may be occasions where we need more time to investigate and resolve your issue. We will acknowledge your complaint in writing within 5 working days. Whilst your complaint is being investigated, you will receive regular updates on the progress of the investigation, both by telephone and in writing.

We will aim to resolve your complaint at the earliest opportunity. If we are unable to resolve it within eight weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution. At this point if you are unhappy with the progress, you may refer your complaint to the Financial Ombudsman Service. You can also, at any time refer your complaint to, the Finance & Leasing Association (“FLA”) offer conciliation and arbitration service.

What to do if we can't reach an agreement?

We want to be able to resolve your complaint to your full satisfaction. However, if you feel our response to your complaint does not fully address all your concerns, please let us know, so we can understand if there is anything more we can do. You can contact us via any of the communication options detailed below:

If you are not satisfied with our response to your complaint, you can refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of our final response letter to you. They can be contacted in the following ways:

Further details can be found on the Financial Ombudsman Service website:
The FLA Conciliation and Arbitration Scheme by contacting them on 0207 836 6511 or by visiting their website.

Online Dispute Resolution (ODR)
You may also be able to use the ODR platform, set up by the European Commission, to raise a complaint. Please note a copy of your complaint will be sent to us. If we have not had an opportunity to investigate your complaint as part of our internal complaints handling process, we will issue you a final resolution before offering further escalation rights.