Our Complaints Procedure
If you have cause to complain
Please contact us first either by email info@orchardfunding.co.uk or telephone on 01582 346 291 or if writing, to Orchard Funding Limited, 222 Armstrong Road, Luton, LU2 0FY. It will help us to deal with your concerns efficiently if you can provide us with:
- Your name and address as shown in your finance agreement with us
- The agreement number or name of the firm (the broker) that arranged your service that is financed by your agreement i.e. insurance premium, subscription, other fee
- Your contact details i.e. best daytime telephone number, email address
- Your reasons for complaining and what you would like us to do to put matters right
Upon receipt of your complaint
Within 48 hours, we will acknowledge your complaint and let you know we’re dealing with it. We will always try to make a decision about your complaint straightaway (whether in your first call to us or upon our receipt of your written complaint) but if we cannot, then we will do so as quickly as possible.
If we cannot make a decision straight away
We may need to contact you directly if we need to clarify certain details about your complaint to help us to better understand your concerns and to reach a decision quickly.
We will let you know in our Acknowledgement Letter of either our full response or if we need more time and the reasons why. For example, we are awaiting further information from your broker. If we are still working on your complaint after 4 weeks then we will give you an update, but we will always aim to let you know our full response by no later than 8 weeks.
Our response
Once we’ve made a decision, we will let you know it in our Final Response Letter. If we’ve been unable to resolve your complaint by the end of the 8 week period then we will write to you with our explanation. If you are not satisfied about our final response and / or we’ve been unable to reach a decision by the end of the 8 weeks then you may be eligible to refer your complaint to the Financial Ombudsman Service (their information leaflet can be found in the link show below) whose service is free of charge. You can contact the Ombudsman by:
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567
or
0300 123 9123
Leaflet: www.financial-ombudsman.org.uk/files/10963/consumer_leaflet_easy-read.pdf