Our Complaints Procedure

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A complaint is:

Any expression of dissatisfaction from or on behalf of a customer, whether oral or written, irrespective of whether it is justified or not.

How do Kensington handle Complaints?

We handle any complaint received very seriously and endeavour to resolve the issue as quickly as possible ensuring we handle the complaint in a professional manner, causing the least amount of stress to a complainant as possible.

We stick to a strict policy when handling complaints. We complied a procedure, which is written in accordance with the guidelines set out by the Financial Ombudsman Service and the Office of Fair Trading. This procedure is available for download below or can requested from us by calling 0161 776 6191.

 Click here to download our complaint handling form

If you would like to bring a complaint to our attention, please call our complaints officer on 0161 776 6191 or email us at complaints@kensingtonfinance.co.uk. Alternatively, you can write to us at

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

A Brief look at what happens once a Complaint is received:

Day 0

-    Complaint received (written, oral etc)
-    Complaints Officer informed and complaint logged in Complaints Register
-    If resolved before close of business the following day, complaint closed
 
Day 1

-    Complaint is not resolved by close of business
-    Written Acknowledgement Sent to Complainant, copy of Complaints Procedure included explaining how we will handle their complaint 
  
End of Week 4

-     Final Response letter sent or,
-     a letter explaining why we are not yet in a position to give a final response giving reasons for the delay and when to expect to hear from us

End of Week 8

-      Final Response letter sent or,
-     a letter explaining why we are not yet in a position to give a final response giving reasons for the delay and when to expect to hear from us
-     At this stage we would explain that if customer is dissatisfied with the delay they can refer the matter to the FOS

Next 6 Months

-     The customer then has 6 months to take the complaint to the FOS before they refuse to deal with the matter
-     We then keep a recording of the complaint in our ‘Complaints Register' for future reference 

For an in-depth look at how we handle complaints, feel free to download a copy of our Complaints Procedure.

The Financial Ombudsman Service Contact Details

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