Complaints Procedure

1. Introduction

At SM Finance, we are committed to providing a high standard of service to all our clients. However, if you are dissatisfied with any aspect of our service, we take complaints seriously and aim to resolve them promptly, fairly, and transparently.

This Complaints Procedure outlines how you can raise a complaint and how we will handle it.

2. How to Make a Complaint

You can submit your complaint using any of the following methods:

By Email:
enquiries@smfinance.co.uk

By Phone:
020 4511 9511 / +44 20 4511 9511

By Post:
SM Finance, Unit 16A, Raven Row, London E18 1HB, United Kingdom

Please provide the following details where possible:

• Your full name and contact details
• Details of your complaint
• Relevant dates and supporting documents
• How you would like the issue to be resolved

3. Acknowledgement of Complaint

• We will acknowledge your complaint within 3 working days of receipt.
• You will receive confirmation that your complaint is being investigated.

4. Investigation Process

• Your complaint will be reviewed by a responsible member of our team.
• We will conduct a fair and thorough investigation.
• We may contact you for additional information if required.

5. Response Time

• We aim to provide a full response within 10 to 15 working days.
• If the matter is complex and requires more time, we will inform you and provide an expected timeframe.

6. Final Response

Once our investigation is complete, we will provide you with a written response that includes:

• A summary of your complaint
• The outcome of our investigation
• Any actions taken or proposed resolution

7. If You Are Not Satisfied

If you are not satisfied with our final response, you may have the right to escalate your complaint to an external body such as:

Financial Ombudsman Service (FOS)

The Financial Ombudsman Service is an independent organisation that helps resolve disputes between consumers and financial businesses.

Website: https://www.financial-ombudsman.org.uk

You must refer your complaint to the Financial Ombudsman Service within 6 months of our final response.

8. Record Keeping

We keep records of all complaints received, including:

• Details of the complaint
• Investigation process
• Outcome and resolution

These records are maintained in accordance with legal and regulatory requirements.

9. Continuous Improvement

We use complaints as an opportunity to improve our services. Feedback helps us:

• Identify recurring issues
• Enhance customer experience
• Improve internal processes

10. Contact Details

SM Finance
Unit 16A, Raven Row, London E18 1HB, United Kingdom

Phone: 020 4511 9511 / +44 20 4511 9511
Email: enquiries@smfinance.co.uk

Registered Office:
3Q Financial Ltd
Base, 60 Barbados Road
Bordon
Hampshire GU35 0FX