Complaints Procedures

0845 803 3909

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Essential Finance is marketing insurance and financial products provided by ACE European Group Limited and Direct response Limited. Please select the company with whom you wish to register a complaint:

For complaints arising from:

Sales process

Essential Finance
21 Ganton Street
London
W1F 9BN

Personal Accident Insurance / ID Theft Insurance

The A&H Customer Service Manager
ACE European Group Limited
200 Broomielaw
Glasgow
G1 4RU

Telephone: 0800 519 9917
e-mail: A&Hcustserv.complaints@acegroup.com

You may approach the Financial Ombudsman Service (FOS) for assistance if you are not satisfied with the final response. Contact details are given below. A leaflet explaining its procedure is available on request.

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 1800
Fax: 020 7964 1001
e-mail: www.financial-ombudsman.org.uk

The existence of these complaints procedures does not reduce your Statutory Rights relating to your policy. For further information about your Statutory Rights contact the Office of Fair Trading or Citizens Advice Bureau.

Financial Service Compensation Scheme:

In the unlikely event that ACE is unable to meet our liabilities, you may be entitled to compensation under the Financial Services Compensation Scheme.

Financial Services Compensation Scheme
7th Floor Lloyds Chambers
Portsoken Street
London E1 8BN

Telephone: 0207 892 7300
Fax: 0207 892 7301
Website: www.fscs.org.uk

For complaints arising from:

Personal Loans / Unsecured Loans / Secured Loans / IVA / Debt Management

Direct Response Ltd.
3 Angel Walk
Hammersmith
London
W6 9HX

Tel: 0800 072 3777
Email: complaints@drltd.com

Complaints Correspondence and communications from the consumer and creditor will be dealt with in a timely manner. The scheme participant will ensure that a complete and proper complaints process is in place. Acknowledgements, updates, final responses and any other return communication shall be dealt with promptly and fairly. The consumer will be made fully aware that a complaints procedure is in place and how the process should be followed. The provider will assist with any investigation the regulator, legislative body, creditor or agent requires in order to fully answer the complaint. The provider will not bring The Debt Standard scheme into disrepute and where this occurs it will be dealt with in accordance with the scheme's disciplinary procedures.

Case reviews:

For solutions that require ongoing monitoring on behalf of creditors, for example debt management plans and voluntary arrangements, the provider will regularly review the consumer's financial circumstances.

Consumer notification:

The provider must always provide clear and unambiguous information about the nature of their services, cost and implications of their use. In particular the provider must advise the consumer: The full fee structures applicable to the service and any additional costs that may be charged· Where a proportion of the consumer's contribution is claimed by the provider for the service. This should include the impact of the reduced or non-payment to the creditor. Any contractual terms in place and the actions faced by the consumer following breach of contract.

Cancellation rights of the consumer:

The possible and / or likely outcomes by creditors upon submission of the arrangement including priority and non priority debts. The impact upon the consumer's credit rating and the likely affect on future suitability for credit or financial services. Why a particular service has been recommended and where a third party is involved, the link and steps involved in progressing the solution In addition and where the service is a formal solution (for example an IVA or TD) the provider will be fully bound under the notification requirements of the relevant legislation and protocol.