How can I discuss an issue or submit a complaint? And how soon will I receive a response?
We always try to do everything we can to make sure 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 about anything, we’d 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, there are various ways that you can raise a complaint with us and are detailed below:
If your complaint cannot be resolved straightaway we will:
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. We do our best to resolve complaints and none of our cases have been referred to the FOS for an adjudication.
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:
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.
Further information on the services provided by the Financial Ombudsman Service can be found on their website: https://www.financial-ombudsman.org.uk or alternatively you can contact them via:
The ADR directive is European law, which means alternative ways of resolving contractual disputes between consumers and businesses are available. The Financial Ombudsman Service (FOS) is the ADR provider for Financial Services in the UK and will provide a complaint handling service under the ADR Directive in addition to its role as an Ombudsman Service.
Selina Finance has decided to continue dealing with customer’s complaints when they are received, rather than pass responsibility to the FOS under the ADR Directive. This does not affect customers’ statutory rights of referral to the FOS as outlined above.
Complaints about Financial Services firms may also be sent to the Online Dispute Resolution website, https://ec.europa.eu/consumers/odr.
Any complaints received via the ODR, will be forwarded to the FOS and then to Selina Finance. Complaints received by this method will be treated in the same way as those received through existing means.
