Debt Management »
We'll come up with a debt management solution based on your individual circumstances.

Debt Consolidation »
Our experts can guide you through the range of debt consolidation options available.

Debt Help »
Kensington Financial Management Consultants are experts in providing debt help.

IVAs »
If you have a significant debt problem, you may be eligible to begin this legal process.

Trust Deeds »
A Trust Deed can lead to a significant proportion of your debt being written off.

Bankruptcy »
A Debt Management Plan, IVA or Debt Consolidation should be considered first.

Customer Internal Complaints Procedure

We at Kensington Financial Management aim to provide you with the highest standards of service. However, there may be occasions when our service falls short of your expectations.

This easy to use guide is designed to help you make us aware of your views so we can address your concerns. To ensure your maximum protection our complaints process has been designed to meet the requirements of the Financial Services Authority and the Financial Ombudsman Service.

1. We Can Help

Your initial concerns should be addressed to:

Kensington Finance - Complaints Officer
Thornley House
Carrington Business Park
Manchester
M31 4DD.

If you prefer you may telephone our Customer Service team on 0800 783 5650 or email complaints@kensingtonfinance.co.uk. A written acknowledgement will be issued promptly and in any event not later than five working days of receiving your complaint.

• Your concerns will be fully investigated by a Manager within the Customer Service Team and a detailed response issued within four weeks of receiving your complaint.
• If we do not hear from you further within eight weeks we will assume our response has addressed the matter and close our file.
• Should you have any concerns in the meantime please contact our Customer Service team on 0800 783 5650.

2. Still unhappy?

• After receiving our response, if you feel your complaint has not been fully or fairly addressed please let us know and we will pass your comments to our Customer Services Manager.
• You will receive a written acknowledgement letter.
• A final response will be issued within eight weeks of the initial receipt of your complaint or we will explain why we are not in a position to make a final response. Understandably, the process may take longer than eight weeks if you are unable to reply promptly to our earlier correspondence.
• In the unlikely event that no response is provided by us within the eight week period or you are unhappy with your response you can then address your complaint to the Managing Director who will review your complaint again and respond directly to you with his finding, if you remain dissatisfied are entitled to refer your complaint to the ombudsman.

3. What happens next?

We are committed to ensuring all complaints are fully and fairly addressed. Should you remain dissatisfied, following the completion of our review, you have the option to refer the matter to the Financial Ombudsman Service at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR