Complaints

We are sorry to hear you have a complaint you would like us to hear about, from time to time things can go wrong and we would like to make sure we put things right where we can.

Our customers are the heart of our business and we want to do everything we can to keep our customers happy with our services, that’s why we have an effective procedure in place to handle your complaint effectively.

If you feel you need to make a complaint, you can contact us in the following ways -

By Post -

Finance Link

Regus Trafford Park

Trafford

Manchester 

M50 1RF

By e-mail - complaints@myfinancelink.co.uk

By phone - 0161 543 1121

Once we have received your complaint, we will acknowledge your complaint has been received within 3 working days and aim to resolve your complaint within 4 weeks. We must advise that we have up to 8 weeks to provide you with a final response to your complaint, however, we aim to resolve your complaint as soon as possible.

Our final response may include:

  • A summary of the complaint, advising the outcome of our investigation and our final response on the complaint raised.

  • State whether we acknowledge fault relates to our business, a lender, or a dealership.

  • Provide details of any offer of compensation to settle the complaint if deemed necessary.

  • Give details of how to refer your complaint to the Financial Ombudsman Service if you are unhappy with our final response.

  • If we require more time to investigate your complaint, we will ask your permission for more time to investigate. We will then provide a final response in line with the agreed timescale.

In the event that you are unhappy with our final response, you have the right as a consumer to refer the matter to the Financial Ombudsman Service within six months of the initial complaint.

You may contact them by post or telephone below.

Financial Ombudsman

Service Exchange Tower

London

E14 9SR

0300 123 9123

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JLB Ltd (Company No. 12364797)T/A Finance link is authorised and regulated by the Financial Conduct Authority (FRN No. 927340 ). We are registered with ICO (Information Commissioner’s Office) (No. ZA765684). Applicants must be 18 or over, terms and conditions apply, guarantees and indemnities may be required. We are a credit broker, not a lender. All finance is subject to status and income. Written quotations on request. We can introduce you to a limited number of finance providers and other brokers who may be able to offer you finance facilities for your purchase. We will only introduce you to these finance providers. We may receive a commission payment from the finance provider if you decide to enter into an agreement with them.

Borrowing £5,000 over 48 months with a representative APR of 33.9%, the amount payable would be £187.50 per month, with a total cost of credit of £4,000 and a total amount payable of £9,000.