Complaints Procedure

Our commitment to you

How to make a complaint

If you're not completely happy with our service, we'd like to hear about it — that way, we can do something to put it right.

At Eynsham House we do everything we can to make sure our customers get the best possible service. However, sometimes we don't get things right first time. When that happens, we always encourage you to tell us about your complaint so that we can put matters right.

We want to:

• ‣ make it easy for you to tell us about your complaint
• ‣ give your complaint the attention it deserves
• ‣ resolve your complaint fairly without delay
• ‣ make sure you are satisfied with how your complaint was resolved.

How do I make a complaint?

To make a complaint, you can:

• ‣ use the form on this page
• ‣ email us at complaints@eynshamhouse.com

How long will it take?

We will immediately carry out an independent investigation of your complaint and will provide a written response within three business days.

If we cannot resolve your complaint within three business days then we will take the following steps depending on the nature of your complaint:

• ‣ If your complaint relates to your experience of the website or the provision of information services, we will write to you within another five working days to tell you what we have done to resolve the problem, or to acknowledge your complaint and let you know when you can expect a full response. We will contact you regularly until your complaint has been resolved.
• ‣ If your complaint relates to your experience of Eynsham House as a credit broker, we will refer your complaint to our internal complaints resolution team who will investigate your complaint and communicate the outcome of the investigation to you.
• ‣ If we are unable to resolve your complaint to your satisfaction within eight weeks from the date you first raised your complaint, or if you are dissatisfied with our response, you have the right to make a complaint directly to the Financial Ombudsman Service. In order to do this, you will need to be an eligible complainant as defined by the Financial Conduct Authority.