Customer Complaints: Ensuring Fair and Transparent Resolution
At Acorn.finance, we strive to deliver exceptional service and support to our clients. However, if something hasn’t met your expectations, we want to hear from you so we can address the issue promptly and work toward a resolution. We handle complaints fairly, transparently, and efficiently, ensuring compliance with regulatory requirements to protect your rights.
Our Commitment to Resolving Complaints
We take all complaints seriously, whether they involve regulated mortgages, non-regulated business finance, or property finance. Below is an overview of the complaints process, including guidance on which organizations may be able to assist in resolving your complaint, such as the Financial Ombudsman Service (FOS), the National Association of Commercial Finance Brokers (NACFB), and the Financial Conduct Authority (FCA).
Steps to Raise a Complaint
Step 1: Contact Us Directly
Your first step should be to reach out to our team. Please provide as much information as possible, including:
• Your name and contact details
• A description of your complaint
• Details of any steps you have already taken to resolve the issue
• Copies of any relevant documents
You can contact us by:
• Phone: 0203 923 3664
• Email: customer.delight.team@acorn.finance
• Post: Acorn.finance, 4th Floor, Silverstream House, 45 Fitzroy Street, London. W1T 6EB
Once we receive your complaint, we will acknowledge it within five business days and provide an estimated timeframe for our response.
Step 2: Initial Response and Investigation
We aim to resolve all complaints fairly and promptly. For regulated mortgages, we are required to provide you with a final response within eight weeks. For non-regulated business finance and property finance complaints, we will still endeavor to resolve your issue as swiftly as possible.
Our final response will include:
• A summary of our investigation and findings
• An explanation of any action taken or offered to resolve your complaint
• Information on what to do if you remain unsatisfied with our response
Routes for Escalating a Complaint
If you are dissatisfied with our final response or feel that your complaint has not been adequately addressed, you may have options for further escalation. Below, we outline the relevant bodies depending on the nature of your complaint.
1. Financial Ombudsman Service (FOS)
The Financial Ombudsman Service offers free, independent resolution for complaints about financial services. They typically handle complaints related to regulated mortgages and other consumer finance products.
When to Contact the FOS:
• If your complaint involves a regulated mortgage or financial product provided to an individual or small business.
• If you have not received a final response from us within eight weeks or are unhappy with our final response.
How to Contact the FOS:
• Phone: 0800 023 4567
• Website: https://www.financial-ombudsman.org.uk
• Time Limit: You must refer your complaint to the FOS within six months of our final response.
2. National Association of Commercial Finance Brokers (NACFB)
The NACFB represents commercial finance brokers and promotes high standards of practice. As members, we adhere to their code of conduct. The NACFB can assist with complaints related to non-regulated business finance or property finance.
When to Contact the NACFB:
• If your complaint is related to non-regulated commercial finance or business lending.
• If you believe our conduct may have breached the NACFB’s code of practice.
How to Contact the NACFB:
• Phone: 020 7101 0359
• Website: https://www.nacfb.org
• Email: info@nacfb.org
The NACFB will review your complaint, investigate it where appropriate, and liaise with us to help reach a fair resolution.
3. Financial Conduct Authority (FCA)
The FCA regulates financial services firms to protect consumers and maintain the integrity of the market. While the FCA does not investigate individual complaints, they may be able to take action if your complaint indicates serious misconduct.
When to Contact the FCA:
• If your complaint involves regulated financial products and you believe there may be a regulatory issue.
• If you think we have not complied with FCA regulations or you have experienced poor practices in a regulated area.
How to Contact the FCA:
• Phone: 0800 111 6768
• Website: https://www.fca.org.uk
The FCA uses information from complaints to monitor firm behavior and may take action to prevent broader issues in the industry.
Key Differences in Complaint Routes
Type of Finance Complaint Route Relevant Body
Regulated Mortgages Initial complaint to Acorn.finance, then to FOS if unresolved Financial Ombudsman Service (FOS)
Non-Regulated Business Finance Initial complaint to Acorn.finance, then to NACFB if unresolved National Association of Commercial Finance Brokers (NACFB)
Regulated Financial Products Initial complaint to Acorn.finance, with FCA involvement if necessary Financial Conduct Authority (FCA)
Property Finance (Non-Regulated) Initial complaint to Acorn.finance, then to NACFB if unresolved National Association of Commercial Finance Brokers (NACFB)
Frequently Asked Questions (FAQs)
What happens if I don’t receive a response within eight weeks?
For regulated mortgage complaints, you can refer the complaint to the FOS if you have not received a final response within eight weeks.
Can I escalate my complaint directly to the FOS or NACFB without contacting Acorn.finance?
No, you should first give us the opportunity to address your concerns directly. If you remain dissatisfied, you can then escalate your complaint.
Will contacting the NACFB affect my credit rating or relationship with lenders?
No, your complaint to the NACFB will remain confidential and will not impact your credit rating or lender relationships.
We are committed to upholding high standards of service and will work diligently to resolve any complaints you may have. If you need further guidance or wish to begin the complaints process, please get in touch with us directly.
For more information on our services, visit Acorn.finance.