Finance & Complaints Policy

We're committed to providing products and services of a high quality.

We realise that sometimes things can go wrong, and there may be occasions where problems arise which result in our product or service falling short of a customer's expectations. We want to hear from you and have the opportunity to put this right.

Finance

Where your complaint relates to a finance agreement, we deal with customer complaints fairly and objectively and attempt to put things right as quickly as possible, in accordance with the requirements of the FCA Dispute & Resolution Handbook. All complaints are recorded and monitored, and a root cause analysis performed.

Please email or write to us to provide your complaint which will be handled by our Senior manager Alun Brown.

Following receipt, we aim to acknowledge your complaint within 5 working days (Monday - Friday excluding public holidays) of receipt.

Your complaint will always be investigated and we aim to be as thorough as possible. We may contact you for any additional information we require. We will investigate all the facts and come to a conclusion that takes full account of all the issues.

We will either send a final response or a further holding letter/email which will seek to inform you that we have been unable to give a final response and an indication as to when you will next hear from us. This process can take up to 28 days to be completed.

Without prejudice to any other administrative or judicial remedy you might have, you have the right to lodge a complaint with the Information Commissioner if you consider that we have infringed applicable data privacy laws when processing your personal data. The Information Commissioner’s Office can be contacted using the following link: https://ico.org.uk/.

Combicare Bridgend Ltd. is authorised and regulated by the Financial Conduct Authority in relation to credit brokering Reg no. 917604. Credit is provided by Novuna Personal Finance, a division of Mitsubishi HC Capital UK PLC authorised and regulated by Financial Conduct Authority. For any complaints about finance and the service we provide in brokering a financial agreement for you, where you have cause to make a complaint and we cannot resolve the issue for you,  please contact the Financial Conduct Authority directly

How to complain

If you’ve any reason to complain about the ways we handle your privacy, please contact Alun Brown by email at info@combicarebridgend.co.uk or by phone on +44 (0)7718 878516. If you’re the letter writing type, send your envelope to Combicare Ltd. 1 St.Clare's Court, Newton Porthcawl, CF36 5DS

Changes to the policy

If we change the contents of this policy, those changes will become effective the moment we publish them on our website.