Customer Complaints Procedure | Loansmart Finance

Customer Complaints Procedure

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At Niche Financial Solutions, we continually strive to ensure we provide you with the highest standard of service. However, we recognise that, on occasion, you may feel you have cause for complaint. If you are unhappy with aspect of the service you have received, we would very much like to know.

With this in mind we have developed a Complaints Procedure that aims to provide you with a swift and satisfactory resolution to any issues you have encountered or problems you may want to draw our attention to.

How does it work?

  1. Should you wish to make a complaint, you can do so by letter, email or by telephone. Full contact details are recorded below.
  2. We will endeavour to resolve your complaint immediately, however, if we are unable to do so, we will write to you within 5 working days to acknowledge it has been received and confirm our understanding.
  3. We promise to investigate all aspects of your complaint thoroughly and will provide you with a written response as quickly as possible. Should we be unable to fully respond to all issues within 28 days, we will write to you to explain why this has not been possible, update you on any progress and confirm when we will contact you again.
  4. After a further 28 days we will write to you once again, either with a full response or an explanation as to why we are unable to provide this. If we are unable to provide a full response at this stage, we will inform you of any rights you have to refer the matter on to the Financial Ombudsman Service (FOS).
  5. Should you feel your complaint has not been fully, or fairly dealt with, you are able to contact the Financial Ombudsman Service who may be able to take the matter further. You have 6 months from the date of our final response letter to refer your complaint.
  6. If your complaint relates to how your personal information has been processed and you remain dissatisfied you will be able to take your complaint to the Information Commissioner’s Office.

Complaints Officer
Niche Financial Solutions

Marlborough House
26 High Street
Swindon
SN1 3EP

Telephone: +44 (0) 800 802 1003
Email: [email protected]

Details of the Financial Ombudsman Service can be found at: http://www.financialombudsman.org.uk Telephone: 0800 023 4567

Details of the Information Commissioner’s Office can be found at: http://www.ico.org.uk
Tel: 0303 123 1113

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© 2019 Copyright Niche Financial, All rights reserved
Registered in England No. OC349588

Niche Financial Solutions LLP
1st Floor | 3 Newbridge Square | Swindon | SN1 1HN

 t: +44 (0)800 802 1003 | t: +44 (0)1793 250 787| e: [email protected]

Loansmart is a trading name of Niche Financial Solutions LLP.
Niche Financial Solutions LLP is authorised and regulated by the Financial Conduct Authority, (FCA) 708467. We will search our panel of lenders to find the right loan for you. The overall cost for comparison is 10.69% APRC.

THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE OR ANY OTHER DEBT SECURED ON IT. (IF YOU ARE THINKING OF CONSOLIDATING EXISTING BORROWING YOU SHOULD BE AWARE THAT YOU MAY BE EXTENDING THE TERMS OF THE DEBT AND INCREASING THE TOTAL AMOUNT YOU REPAY).

Rates are available from 3.9% APR, variable up to 34.9% APR allowing us to assist clients with more severe credit problems. Depending on your circumstances we will charge a broker fee of up to 1% of the advance for a first charge mortgage, and up to 10% of the advance for a second charge mortgage with a minimum fee of £1,495. Currently our average fees are £1,424 for a first charge mortgage (0.8%) and £2,852 for a second charge mortgage (5.8%). We also charge an advice fee of £497. All fees will be fully disclosed at application stage and fully disclosed on your contracts. We may also receive a commission from the lender on completion and this will also be fully disclosed. (Rates and fees correct as of August 2019). Niche Financial Solutions LLP, Registered in England and Wales. Company Registration Number OC349588. Registered office: 1st Floor, 3 Newbridge Square, Swindon, SN1 1HN

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© 2018 Copyright Niche Financial, All rights reserved

Registered in England No. OC349588

Important Information: 

Loansmart is a trading name of Niche Financial Solutions LLP.
Niche Financial Solutions LLP is authorised and regulated by the Financial Conduct Authority (FCA No. 708467).

THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON YOUR MORTGAGE OR ANY OTHER DEBT SECURED ON IT. IF YOU ARE THINKING OF CONSOLIDATING EXISTING BORROWING YOU SHOULD BE AWARE THAT YOU MAY BE EXTENDING THE TERMS OF THE DEBT AND INCREASING THE TOTAL AMOUNT YOU REPAY. THE ACTUAL RATE AVAILABLE WILL DEPEND ON YOUR CIRCUMSTANCES.

Depending on your circumstances we will charge a broker fee of up to 1% of the advance for a first charge mortgage and up to 10% of the advance for a second charge mortgage. Currently our average fees are £1495 for a first charge mortgage (0.8%) and £2994 for a second charge mortgage (5.5%). We also charge an administration fee of £497. We may also receive a commission from the lender on completion and this will also be fully disclosed.
Secured Loan rates are available from 3.74% APR variable. We also have rates up to 34.9% APR allowing us to assist clients with more severe credit problems. We will search our panel of lenders to find the right loan for you.
For secured loans the overall cost for comparison is 10.69% APRC. For Mortgages the overall cost for comparison is 4.6% APRC.
(rates and fees correct as of September 2018)

Niche Financial Solutions LLP, Registered in England and Wales. Company Registration Number OC349588. Registered office: Marlborough House, 26 High Street, Swindon, SN1 3EP.

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