At Zen Finance, all of our customers are important to us and as such we believe you have the right to a fair, swift service when it comes to resolving any complaints you may have.
If you have a complaint you should write to Complaints, Zen Finance, Camelot House
Bredbury Park Way, Stockport, SK6 2SN
Once you notify us of your complaint we will deal with it promptly, efficiently and with a positive approach.
Our procedure for dealing with complaints is outlined below:
Once we receive your complaint we will acknowledge it within 5 working days of receipt.
Your complaint will be investigated and we will aim to send a final response within 4 weeks of receipt of your original letter. If we are unable to provide you with a final response within 4 weeks, we will provide an update.
We will endeavour to send a final written response to your complaint within 8 weeks of receipt of your complaint. If this is not possible we will write to you explaining the reasons for this and when you can expect to hear from us with our final response.
If you are not happy with the way we have dealt with the complaint or if the complaint has not been resolved within 8 weeks and you are not prepared to wait any longer, you can contact the Financial Ombudsman Service (FOS).
Their contact details are:
The Financial Ombudsman Service
South Quay Plaza
83 Marsh Wall
London
E14 9SR
Tel: 0845 080 1800
Email: enquires@finacial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk