Our clients are at the very core of all we do, and as such we endeavour to treat all our customers clearly, consistently, and fairly at all times. At EquityOne Finance Ltd we are committed to acting in the best interests of our clients at all times.

Our TCF policy is in line with the Financial Conduct Authority (FCA) guidance, and principle six of the FCA which states that “a firm must pay due regard to the interests of its customers and treat them fairly”.

Our commitment to you

We will provide clarity, with clear information about the products and service we offer, including fees & charges so that clients are able to understand our products / services ascertain your individual needs, preferences & circumstances only offer solutions that are most suitable from the available options not offer a solution if we can’t find one we consider suitable for you encourage clients to ask if there’s something that is not properly understood give clients access to a formal complaints procedure keep and make use of suitable management information in order to monitor client outcomes. These will be qualitative and quantitative, statistical and narrative in nature and be forward looking so as to mitigate any future risks to client outcomes ensure that we will put things right quickly and effectively if we get them wrong.

We underpin these commitments within our TCF policy which requires that we ...

Provide continuous training in order to ensure our staff have the right skills and knowledge to perform in their roles effectively. engage in active consultation with clients so that we are able to understand their needs and requirements fully. always ensure that we provide an objective assessment of suitability. communicate in an open, fair and respectful manner with relevant accurate, clear, precise, consistent and timely supporting documentation ensuring that clients are kept appropriately informed before, during and after the point of sale. Constantly review the effectiveness of our TCF policy by analysing management Information and amending our internal processes where necessary in order to improve the service we offer our clients.

Complaints

We take any complaints about our level of service very seriously. We therefore deal with any complaint about EquityOne Finance Ltd, or any 3rd party associates, on a positive and proactive manner to ensure the upkeep of our high standards.

Our complaints procedure

If you have a complaint please contact us by either of the following methods:

1) Telephone on: 0121 582 0337
2) Write to us at: EquityOne Finance Ltd, AFE Business Centre, 62 Anchorage Road, Sutton Coldfield, West Midlands, B74 2PG
3) Email us at: dalerobinson@equityonefinance.com

If we receive a complaint …

We will record the complaint into our system and immediately look into resolving the problem promptly by close of business the next working day. If we cannot resolve your complaint in that time we will issue a letter within five working days of receiving a complaint to let the complainant know the name of the person dealing with the complaint, how we are investigating it and the timescales we envisage for this. We will then undertake an investigation of the complaint and issue a letter detailing the outcomes and any actions that are considered necessary.

We aim to complete our investigations within 8 weeks of receipt. If a more detailed investigation is required we will provide an update with the expected timescales. We will provide details of the Financial Ombudsman Service, to whom complaints can be referred to if, on completion of the investigation into your complaint, you are not satisfied with our final response. If, after eight weeks, we have been unable to resolve a complaint we will write to the complainant explaining why, and we will advise regarding further options, including referral to The Financial Ombudsman Service. If we have to change any of the above timescales, we will write to the complainant to provide an explanation of why this has been necessary.