Upon receipt of your signed documents and following detailed consideration of your case, we will send an initial letter of complaint to the Lender. They will have 8 weeks to respond. Thereafter, if we have not received a response, or have not received any settlement proposals, then we will review your file for submission to the Financial Ombudsman Service (FOS).
The FOS may take up to 6 months to allocate your complaint to a caseworker. Thereafter you can expect your complaint to be dealt with within 3 months.
The FOS will review all the documents which we submit including your letter of complaint, any correspondence with the Lender, your finance agreement and any representations which the Lender might make. Your caseworker will communicate with the Lender directly and ask them to respond to your complaint within a set timeframe. You may be contacted by your caseworker by telephone if the FOS requires clarification or additional information relevant to your complaint.