At Blackthorn Finance we are always looking for ways to improve our Service to you, that is why we want to know if you are not happy with any part of our Service whether you are a customer or a prospective customer.
Should you wish to raise a complaint at any time, we need fully understand what has gone wrong and get the best possible resolution for you.
To make sure your complaint reaches us as soon as possible, please follow the below
steps:
Send an email to: help@blackthorn.finance
Please email us with your account details and as much information as possible
Once received, we will:
Acknowledge your complaint within 3 working days
Investigate your case and any concerns diligently and fairly
If necessary, we will ask for more information to aid our investigation
We will consider all relevant factors and inform you of our final response, explaining our decision and the remedial actions we have taken, if any.
We will look to resolve it within 15 working days or sooner if possible.
Please note that, in some cases, we may take up to 35 business days to provide a final response.
The Financial Ombudsman Service (FOS)
If you are dissatisfied with our response to your complaint, you have the right to contact the FOS, free of charge, but you must do so within six months of the date of our final response letter. If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint and will only do so in very limited
circumstances.
The FOS contact details are:
Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR
Tel: 0800 023 4567 or 0300 123 9123