Customer Care & Compliance
Complaints Handling Procedure
Acorn.finance is committed to providing high standards of service. If you are dissatisfied with any aspect of our service, this page outlines our formal complaints resolution process.
The Complaints Resolution Timeline
How to Register a Complaint
If you are dissatisfied with any aspect of our service, please contact our Compliance Department.
Compliance Department, Acorn.finance.
Acknowledgement (Within 5 Working Days)
We will send a formal written acknowledgement confirming receipt of your complaint.
The acknowledgement will include the name and contact details of the Compliance Officer investigating your concern.
Investigation & Updates
We will thoroughly investigate the circumstances surrounding your complaint and review the relevant file.
If we are unable to issue a final response within 4 weeks, we will write to inform you of the progress and the steps being taken.
Final Response (Within 8 Weeks)
We aim to issue a comprehensive Final Response letter within 8 weeks of receiving your complaint.
The Final Response will detail our findings, decision, and any proposed remedial action.
Financial Ombudsman Service (FOS)
If you remain dissatisfied with our Final Response, or if 8 weeks have passed without a resolution, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge.
Website:www.financial-ombudsman.org.uk
complaint.info@financial-ombudsman.org.uk
Exchange Tower, Harbour Exchange, London E14 9SR
Important Regulatory Notice
Acorn Finance is a credit broker authorised and regulated by the FCA (#660207), not a lender. This complaints procedure is provided in line with FCA DISP rules and does not constitute legal advice. For time-sensitive disputes, please contact our Compliance Department directly.