MAKING A COMPLAINT
We value our customers highly and aim to provide a positive experience, from the proposal right through to the final payment and beyond. The fair treatment of our customers is very important to us. However, if you are less than satisfied, please let us know so that we can try to put things right. Below, you'll find all the information you need to submit a complaint and get in touch with us.
How to make a complaint
If you are unhappy with our service or have an issue to raise, you can submit a complaint in any of the following ways:
Click here if you are a Personal Contract Hire Customer.
CONTACT US ONLINE
Use our quick and easy online forms to let us know of your concerns:
WRITE TO US
Send your complaint to:
Customer Relations Team
Genesis Finance
86 Station Road
Redhill
RH1 1SR
Complaints about a Commission Arrangement
If you have a complaint relating to a commission arrangement, please click below for further information.
CALL US
Alternatively, you can speak directly to a member of our team on:
We’re open from 9.00am to 5.00pm, Monday to Friday.
What Happens Next?
If we are unable to resolve your complaint within 3 business days following the day on which it is received, we will send you an acknowledgment letter.
We will investigate your complaint thoroughly and aim to provide a resolution within 8 weeks from when the complaint is received. If the matter is more complex and involves a third party and it may take longer to resolve, we will inform you and indicate when we expect to be in a position to send our final response.
In our final response letter we will set out our final view on the issues raised in your complaint and tell you whether we:
- Accept your complaint and, where appropriate, are offering redress
- Are offering redress without accepting your complaint or reject your complaint
| Account Management Fees | Empty |
|---|---|
| Copy statement of account | £12.00 |
| Change of payment due date* | £25.00 |
| Change of vehicle registration plate | £30.00 |
| Collection of vehicle upon voluntary termination of agreement | £70.00 |
| Transfer of agreement fee** | £150.00 |
| Arrears Management Fees | Empty |
|---|---|
| Monthly arrears fee*** | £35.00 |
| Internal collection agent visit | £50.00 |
| External collection agent visit | £250.00 |
* One change of payment due date is allowable free of charge any time during the agreement.
** Only applicable for agreements not regulated by the Consumer Credit Act, i.e. transfers from one limited company to another limited company.
*** When your payment is made late and for every subsequent month that your agreement remains in arrears, limited to 3 in any single defaulting period. The charges detailed within this document are correct as at 30th July 2014. Genesis Finance reserves the right to amend these fees at any time.
For more details of our complaints procedure, please read our complaints procedure guide below:
If you are not satisfied with our finance response
Our final response letter will tell you that if you remain dissatisfied with our response you must refer the complaint to the Financial Ombudsman Service within six months of the date of our final response.
FINANCIAL OMBUDSMAN SERVICE
The FOS provides a dispute resolution service for eligible complaints. We will inform you of your right to refer your complaint to the FOS at the time that we issue our final response or if we have been unable to resolve the matter after eight weeks from the date of your initial complaint.
FREQUENTLY ASKED QUESTIONS
Here are some of the most commonly asked questions relating to making a complaint:
You should first contact your supplying retailer to discuss the problem. If you are unhappy with the outcome and require further assistance, please submit the below form:
We will provide a full response as soon as possible but no later than 8 weeks from the receipt of your complaint. If we don’t resolve your complaint within 8 weeks we will write to you with an update and let you know how to take your complaint to the Financial Ombudsman Service should you wish to do so.
If you have any questions about your complaint, you can contact our Complaints team on 0800 085 1353
Yes, you can. If you employ a solicitor, claims management company or a third party (e.g. a financial advisor) to handle your complaint, we’ll investigate your complaint in the same way as we would if we were dealing with you directly. Please be aware that:
- We don’t charge to investigate your complaint
- We’re not liable for any fees you need to pay for a third party’s services
- If we agree with your complaint and we make a redress payment, we’ll generally only make this payment directly to you
Our final response letter will tell you that if you remain dissatisfied with our response you may refer the complaint to the Financial Ombudsman Service within 6 months of the date of our final response.
| Account Management Fees | Empty |
|---|---|
| Copy statement of account | £12.00 |
| Change of payment due date* | £25.00 |
| Change of vehicle registration plate | £30.00 |
| Collection of vehicle upon voluntary termination of agreement | £70.00 |
| Transfer of agreement fee** | £150.00 |
| Arrears Management Fees | Empty |
|---|---|
| Monthly arrears fee*** | £35.00 |
| Internal collection agent visit | £50.00 |
| External collection agent visit | £250.00 |
* One change of payment due date is allowable free of charge any time during the agreement.
** Only applicable for agreements not regulated by the Consumer Credit Act, i.e. transfers from one limited company to another limited company.
*** When your payment is made late and for every subsequent month that your agreement remains in arrears, limited to 3 in any single defaulting period. The charges detailed within this document are correct as at 30th July 2014. Genesis Finance reserves the right to amend these fees at any time.
YOUR DATA
It's important that you understand how we may use your personal data and the options you have regarding its use. Find out more below: