Complaints Procedure
At MEM Consumer Finance Ltd, 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.
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.
How we will deal with your complaint
We want to:
• Make it easy for you to tell us about your complaint
• Give your complaint the attention it deserves
• Resolve your complaint without delay
• Make sure you are satisfied with how your complaint was resolved
How and where to complain
If you're not satisfied with any aspect of our service, you can tell us about your concern in the following ways:
By Telephone - 0871 550 0075
In Writing - Address your letter to the Customer Service Department:
4 Minton Place
Victoria Road
Bicester
Oxonfordshire
OX26 6QB
By Email - customer.services@mypaydayloan.co.uk. Please note that additional personal information should not be included in this message for security reasons. We will respond by telephone or letter for the same reason.
How long will it take?
We will try to resolve your problems immediately. However, if we have not been able to resolve your complaint within one week, we will write to tell you:
• Why we have not yet resolved your complaint
• Who is dealing with your complaint
• When we will contact you again
We will contact you regularly until your complaint has been resolved. If your complaint is particularly complex, it may take longer to resolve. If, together, we cannot reach an agreement by the end of eight weeks, we will:
• Send you a letter giving our reasons for the delay and an indication of when we expect to provide a resolution
Or
• Refer your complaint to our Operations Manager - they will issue the MEM Consumer Finance Ltd final response letter, which will explain our final position
You will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service. For more information, please refer to the section on the Financial Ombudsman Service.
If you are unhappy with the way your complaint is dealt with
Our aim is to resolve your complaint as quickly as possible and to your complete satisfaction. If you're not satisfied with our action or explanation, you can ask for your complaint to be reviewed at a higher level You can write directly to the Operations Manager at the address shown above.
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.
You can write to them at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Alternatively you can phone 0845 080 1800. Further helpful information can be obtained from visiting the Financial Ombudsman website on www.financial-ombudsman.org.uk.
Please note, if you contact the Financial Ombudsman prior to the eighth week, they will refer you back to us to handle the complaint in line with this procedure.
We hope that our service will remain good enough that you never need to complain but on the rare occasion it is necessary, you may also want to look here www.financial-ombudsman.org.uk for an online copy of the Financial Ombudsman's Consumer Leaflet.
