This policy sets out how BETR Technology Limited t/a Koyo Loans will deal promptly and fairly with your complaint and in accordance with our complaints procedures.
Our customers are truly at the heart of everything we do, and we are committed to ensuring that you are satisfied with our products and services. If you wish to make a complaint, we aim to professionally investigate and resolve your complaint, at the earliest opportunity.
Alternatively you may write to us at the following address: Koyo Loans, Customer Services, Huckletree Soho, Ingestre Court, Ingestre Place, London, W1F 0JL
Please provide us with the following information :
We will do our best to resolve your complaint immediately, if we do need more time to investigate your concerns, we will:
Our summary resolution or final response will either:
The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to investigate and respond to your complaint in the first instance, so please contact us directly and we will do all we can to resolve your concerns.
If you are still not satisfied with our resolution to your complaint or in the unlikely event, we have not been able to issue you a final response within eight weeks of receipt of your complaint, you may refer the matter to the Financial Ombudsman Service. This is a free and independent service that resolves complaints between consumers and financial services institutions.
If you want the Financial Ombudsman Service to consider your complaint, you must send your complaint to them within 6 months of the date of our final response to you. If your complaint is sent to the Financial Ombudsman Service outside of their specified time limits, we may object to the Financial Ombudsman Service investigating your complaint further.
Financial Ombudsman Service contact details are follows:
Information regarding the service can be found on the Financial Ombudsman website: http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm
Further sources of information and advice that are freely available to you, include local trading standards and the Citizens Advice Bureau – www.citizensadvice.org.uk.