Medifinance Limited approach to handling complaints
A complaint is an opportunity. An opportunity to improve our business, an opportunity to identify where we are going wrong and, most importantly, an opportunity to put things right for our customers where appropriate.
As a business we strive to provide a first class service, but sometimes we don’t get it right and fail to match our own high standards. This is natural for any company – nobody can get it right all of the time. However, what sets us apart from other business is how we react when we get it wrong.
This is why complaints are at the heart of our business. It is why we take them seriously and endeavour to deal with complaints effectively and efficiently.
A complaint is one of the most important communications we receive – it provides us with an insight into how we operate and how we are perceived by the outside world. It tells us where we are going wrong and identifies flaws in our systems and services; how we can improve and, ultimately, how we can offer a better service to our customers. This is why complaints must be encouraged and treated with the respect, care and attention they deserve.
This policy details how we deal with complaints. Please take the time to read it carefully and speak to either your manager or me if you have any questions.
Ray Cox Managing Director
12th April 2021
We are committed to treating all of our clients fairly and delivering quality service. If there’s ever a time when you don’t feel we’ve lived up to this then we want to hear from you.
STEP ONE: MAKING A COMPLAINT
If you wish to register a complaint, please write to or telephone us on
In writing - Medifinance Limited, Hamilton House, Coat, Martock, Somerset, TA12 6AR
By telephone on: 07785 757782
By e-mail on:
A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0808 301 2391.
If you have a complaint about your personal data held on our systems, you may be entitled to refer this to the Information Commissioners Office -https://ico.org.uk/global/contact-us/
STEP TWO: ACKNOWLEDGING YOUR COMPLAINT
We will always try to resolve your concerns within two business days. However, if we are unable to do this or we need to conduct more detail investigations, we will send you an acknowledgement of your complaint within five business days of receiving it. We will provide you with a copy of our complaints procedure.
We will always set out our understanding of your complaint, regardless of whether it was received in writing or verbally.
STEP THREE: INVESTIGATING YOUR COMPLAINT
Your complaint will be investigated by somebody experienced and who is not connected to your complaint. In this way we can complete a fair investigation. We may ask you to submit copies of documentation to help us with our investigation.
STEP FOUR: KEEPING YOU INFORMED
If we have not been able to resolve your complaint within three weeks, we will write to you and let you know when we expect to complete our investigation.
STEP FIVE: RESOLVING YOUR COMPLAINT
We will always aim to resolve your complaint within eight weeks of receiving it.
At the end of eight weeks we will write to you with the outcome of our investigation and advise you what to do if you are not satisfied.
STEP SIX: IF YOU ARE STILL UNSATISFIED
If we have not been able to complete our review of your complaint within the eight week period, we will write to you and let you know when we expect to have finished our investigation.
We will also provide you with details of your rights to refer the matter to the Financial Ombudsman Service (FOS). The FOS can be contacted as follows:
Financial Ombudsman Service
Telephone@ 0800 0234567