What is your complaints procedure?
Treating customers fairly remains at the heart of the Start Up Loans programme, if you feel that we have not provided the service level you expected to receive, then please let us know. If you woul d like to make an official complaint please note our complaints policy below
What is your complaints procedure?
Treating customers fairly remains at the heart of the Start Up Loans programme, if you feel that we have not provided the service level you expected to receive, then please let us know. If you woul d like to make an official complaint please note our complaints policy below
Fashion Angel, as a delivery partner for the Start Up Loan Company Ltd, is committed to delivering a professional, high-quality service to all customers that apply and/or receive a Start Up Loan through us. However, there may be occasions when you feel the level of service you receive has fallen below your expectations.
In this instance, please write to:
Start Up Loan Manager
Fashion Angel
62 Sutton Crescent
Barnet
EN5 2SS
Fashion Angel
62 Sutton Crescent
Barnet
EN5 2SS
OR
E-mail: info@fashion-angel.co.uk
Any complaint made under this policy should include:
Contact details of the Complainant (including postal and e-mail address).
The subject of the complaint.
Information and evidence regarding the alleged breach.
We will acknowledge your letter or e-mail within three working days of receipt
We will investigate the items you have raised and write to you with a final response within five working days of acknowledgement.
If unable to provide a final response within five working days, we will write to you to explain the reasons.
In any event, we aim to provide a final response within 15 working days of acknowledgement to a maximum of 8 weeks.
Appeals Procedure
If you wish to appeal to the final response, please write to:-
Director, Fashion Angel CIC, 62 Sutton Crescent, Barnet, EN5 2SS
- The appeal must be made within 14 working days of our final response.
- We will acknowledge your appeal letter or e-mail within five working days of receipt.
- A Director of Fashion Angel will write to you with a final response within 14 working days of acknowledgement.
- The appeal must be made within 14 working days of our appeal response.
- We will acknowledge your appeal letter or e-mail within five working days of receipt.
- A Director of Fashion Angel will write to you with a final response within 14 working days of acknowledgement.
- If you are a prospective borrower or an existing borrower AND your loan is covered by the Consumer Credit Act 1974 you will be referred to the Financial Ombudsman Service.
- The Financial Ombudsman Service (FCA) is a free, independent service for settling disputes between businesses providing financial services and their customers.
- The Financial Ombudsman Service will not consider a complaint until we have given you our final response and unless you contact them within six months of our final response.
- FCA contact details below:-
Phone*: 0800 0234 567
Online: https://help.financial-ombudsman.org.uk/help/enquiries
Email: complaint.info@financial-ombudsman.org.uk
Website: http://www.financial-ombudsman.org.uk/
*A free number for mobile phones and landlines.
Open weekdays 8:00am – 8:00pm and
Saturday’s 9:00am – 1:00pm
If you wish to make a formal complaint to Start Up Loan company please put the complaint in writing and post or email it to the following details:
By email to: client.services@startuploans.co.uk
By post to: FAO Investigation Officer The Start Up Loans Company PO Box 70193 London WC1A 9JQ
Any complaint made under this policy should include:
Contact details of the Complainant (including postal and e-mail address).
The subject of the complaint.
Information and evidence regarding the alleged breach.
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