We always try to do everything we can to make sure that you receive the best possible service. We know that sometimes we don't always get things right the first time. If you're not completely happy, we would like to hear about it straight away, so we can try to put it right for you and improve our service.
We take complaints seriously. If you want to make a complaint - whatever it's about - we'll give it our full attention and we'll make sure it's dealt with by someone with the right knowledge and experience.
We aim to make it as easy as possible to complain to Selina Finance Limited, there are various ways that you can raise a complaint with us and are detailed below:
• Send us an email at complaints@selinafinance.co.uk
• Give us a call at 020 3745 7695
Please visit our complaints page. https://www.selinafinance.co.uk/company/complaints
How we'll deal with your issue
If your complaint cannot be resolved straight away we will:
• Acknowledge in writing, confirming our understanding of your complaint, explaining who will be handling it and giving you the opportunity to provide any further information or documents
• After investigating your complaint, we'll endeavour to provide a final response with a full explanation of the findings within 8 weeks. If we're unable to provide a final response within this time, we'll provide you with a written response explaining our position and setting out the next steps and your right to refer to The Financial Ombudsman Service
If you're dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge, but you must do so within six months of the date of our final response letter.
The Financial Ombudsman Service (FOS) will only consider your complaint once you've tried to resolve it with us, so please take up your concerns with us first and we'll do all we can to help. The FOS is also only able to consider certain categories of complaint. For example, complaints about buy-to-let mortgages, which are not regulated by the Financial Conduct Authority, will normally be outside the jurisdiction of the FOS.
In addition, the FOS might not be able to consider your complaint if:
• What you're complaining about happened more than six years ago, or
• You're complaining more than three years after you realised (or should have realised) that there was a problem
If your complaint was made outside of these time limits, which is a matter for the FOS to decide, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.