FORWARD BUSINESS ENTERPRISES LIMITED T/A FORWARD FINANCE COMPLAINTS PROCEDURE

Introduction

Forward Finance aims to maintain a high quality service at all times. We would like to hear from you if you are dissatisfied with any aspect of the service or goods you receive from us. We appreciate any suggestion regarding improvements to our service, and equally welcome any positive feedback you may have.

If you are unsatisfied with the service or goods you have received from Forward Finance, you have the right to cancel your contract within fourteen days. If you wish to complain about our service you will need to follow our complaints procedure set out below.

How to Make a Complaint

In order to deal with any complaint we need to know as much information as possible when you contact us. You can make your complaint in person, by telephone or in writing, by email, text or letter, using the contact details set out below:

Forward Finance
Forward Business Enterprises Ltd,
Arquen House,
4-6 Spicer Street,
St Albans,
AL3 4PQ
Tel: 01442 266614
Email: contactus@forwardfinance.net

We will endeavour to resolve your complaint immediately upon receiving.  However if you are still not satisfied with the outcome Forward Finance will send you a written acknowledgement within five working days of receipt of your complaint and resolve it at the earliest possible opportunity. We will keep you updated with the progress of your complaint and may offer you compensation, which you can choose to accept or reject. You will receive Forward Finance’s final response in writing, within eight weeks of the initial receipt of your complaint, if we cannot resolve it sooner. This final response will summarise the complaint and explain any offer Forward Finance has made to resolve it.

Consumer Credit Association & Financial Ombudsman Service

If you are unhappy with the way in which Forward Finance have handled your complaint, you may contact the Consumer Credit Association and/or the Financial Ombudsman Service (FOS). The FOS must be contacted within six months of receipt of Forward Finance’s final response, using the contact details below:

Consumer Credit Association
1 Minerva Court
Minerva Avenue
Chester
CH1 4QT
Tel: 01244 394760
Email: complaints@ccauk.org

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0845 080 1800
Fax: 020 7964 1001
Email: complaint.info@financial-ombudsman.org.uk