How to Make a Complaint
We aim to make our service as hassle-free as possible for you, so you can focus on your business. So if we’ve let you down, we’re sorry.
Here is how to make a complaint and what happens next:
Contact us to make your complaint
Making a complaint won’t impact getting credit from us now or in the future. If you have a complaint, contact us using the methods listed by phone, email, or post.
We’ll acknowledge your feedback
You’ll receive a reply acknowledging your complaint on the same day or on the next business day, depending on when and how you contact us. We’ll let you know who will be dealing with your complaint, so you can contact them directly.
If the issue is something we can fix, we’ll let you know how long we expect this to take, what the next steps are, and if there is any additional information we need from you.
Ways to contact us to make your complaint
Please have your account details ready as well as your contact details so that we can reply.
By Phone: 01432 278 179
By Email: info@kidwellsloans.co.uk
By Post:
Complaints
Kidwells Legal Loans Ltd
4 Coldnose Road
Hereford
HR2 6JL
If you’ve contacted us about a complaint and you’re still not happy, you may still have the option to refer your complaint to the Financial Ombudsman Service. They won’t be able to help in certain situations.
Complaints Handling Procedure
As a professional Practice we are committed to attempting to resolve problems that may arise with our services. It is therefore important that you immediately raise any concerns you may have.
What is a complaint?
The Practice regards a complaint as an oral or written expression of dissatisfaction which alleges that the complainant has suffered (or may suffer) financial loss, distress, inconvenience or other detriment.
Am I entitled to complain?
Yes. If you are unhappy about any aspect of the service, you have received or costs relating to your matter then we want to hear about it.
How do I complain?
Complaints can be raised in a number of ways. The Practice will allow and respond to complaints made by any reasonable means giving due consideration to the individual needs of that client. Your first contact regarding a complaint should be directly to our Practice Administration who receive initial complaints. You can do this by:
Email: info@kidwellslegalloans.co.uk
Letter: Complaints
Kidwells Legal Loans Limited
Kidwells House
4 Coldnose Road
Rotherwas Industrial Estate
Hereford
HR2 6JL
Phone: 01432 278179
If a complaint is made against Michael Horne, then the Complaints Handler role will be assumed by another Director.
How will my complaint be handled and how long will it take?
When a complaint is first received, the firm must respond by letter within 5 working days of the day upon which we received the complaint.
Within our Client Care Pack you will have received a copy of this Complaints Procedure which advise of the complainant’s right to complain. You can request a copy at any time.
The Practice will deal with the complaint as a separate matter to the instructed matter. Records of all complaints and associated documents and correspondence will be kept by the Practice and recorded on our complaints log.
The Practice will aim to resolve disputes within 8 weeks of receipt of the complaint.
The Practice will investigate the complaint fully. This will include reviewing the file and speaking to the fee earner who dealt with the matter.
After the matter has been investigated, the Practice will if appropriate invite the complainant to a meeting to discuss and hopefully resolve their complaint. Within 3 days of that meeting the Practice will write to the complainant confirming the meeting and any solutions that were agreed at it.
If the complainant does not wish to attend a meeting, the Practice will send a detailed written response to the complaint with suggestions for resolving the complaint within 8 weeks of sending the letter acknowledging the complaint.
If the complainant remains unsatisfied a Director will review the decision and may arrange to meet with them to discuss why they remain unsatisfied. Within 14 days of that review or meeting, a Director will summarise the outcome of the complaint reminding them of their right to complain to the Financial Ombudsman Service. This will conclude the internal complaints procedure.
We would welcome the opportunity of resolving any issues with you prior to this. You must allow us eight weeks to provide a full response to your complaint.
What happens if I am not happy with how my complaint has been handled?
If you are not satisfied with our handling of your complaint you can ask the Financial Ombudsman Service to look at your complaint.
You can submit your complaint the contact details on our websites (FCA, PRA and the Bank).
https://www.fca.org.uk/consumers/how-complain
Contact the Financial Ombudsman Service
If you’re unhappy with the firm’s decision, or you don’t hear from them in the right time frame, the Financial Ombudsman ServiceLink is external may be able to help.
Find out if they can, by using their online complaint checkerLink is external.
The Financial Ombudsman is a free, independent service for settling disputes between financial services firms and their customers. It can deal with complaints about a wide range of issues, from pet insurance to stocks and shares.
Once you’ve contacted them, the team at the Financial Ombudsman will talk to the firm and then decide whether to uphold your complaint.
If they decide in your favour, and you agree to the terms, the firm must comply with the decision. If the firm does not comply with the decision, you should contact the Financial Ombudsman.
It’s important you contact the Financial Ombudsman within 6 months of receiving a final response from the firm, or they may not be able to help.