Complaints Procedure.

If you’re not completely happy with our service, we’d like to hear about it—so we can put things right and keep improving. At Essential Finance Partners Limited, we aim to deliver the highest standards of service. If something goes wrong, please tell us so we can resolve it quickly and fairly.

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, promptly and without delay.
• Make sure you’re satisfied with how your complaint was resolved.

How to complain

You can contact us in any of the following ways:

• Call: Nottingham +44 1156 860985 or London +44 2038 860985 (Mon–Fri, 9am–5pm, excluding UK public holidays)
• Email: info@essentialfinance.co.uk
• Write to: The Complaints Department, Essential Finance Partners Ltd, 27 Wells House, Gunpowder Road, Worcester Park, KT4 7BL

How long will it take?

We’ll do all we can to resolve your complaint within three working days.

If we can’t, we’ll write to you within five working days to acknowledge your complaint and explain next steps. We’ll keep you updated and aim to provide our final response as soon as possible.

If you haven’t received our final response within eight weeks of first raising your complaint, or you’re dissatisfied with our response, you can refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service (FOS) contact details

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

• Website: financial-ombudsman.org.uk/contact-us
• Phone: 0800 023 4567 or 0300 123 9123
• Email: complaint.info@financial-ombudsman.org.uk

If we’re unable to assist with your complaint, you can also contact AFS directly at: https://www.afsuk.com/complaints/