Complaints & Queries
At CAMCO Finance we are committed to providing you with a transparent, friendly and efficient service. Sometimes though, we understand that things can go wrong. If you would like to discuss any aspect of our service, please let us know as soon as possible by calling our Customer Services team on 0161 871 7777 or emailing us at complaints@camcofinance.co.uk and we will try and assist you as much as we can.
Making a complaint
We aim to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly and fairly as possible.
If you wish to make a complaint, you can contact us by:
| Email: | complaints@camcofinance.co.uk |
| Phone: | 0161 871 7777 |
| Post: | Complaints Team CAMCO Finance Limited, Office 1, Third Floor, Parsonage Chambers 3 Parsonage, Manchester, M3 2HW. |
We ask that you please provide us with your name, address, your agreement number and details of your complaint to help us understand, manage and respond to your complaint. Once we have this information, we’ll be able to start looking into your complaint for you.
What can you expect from the CAMCO Complaints Process?
On receipt of a complaint, we will:
- Acknowledge the complaint promptly, and in any event, within 3 working days;
- Make contact to seek clarification on any points where necessary;
- Fully investigate the complaint; and
- Issue a formal Final Response
Your complaint will be investigated impartially and fairly within 8 weeks.
If we cannot resolve the complaint within eight weeks
If we resolve your complaint within 3 business days and you confirm you are happy with the resolution, we will confirm this by letter in our Summary Resolution Communication. This is usually written communication from us which:
(1) refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction;
(2) we will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
Rather than send this in writing, we may also use other methods to communicate the information on complaint, such as email, where:
(1) we consider that doing so may better meet your needs; or
(2) we have already been using another method to communicate about the complaint.
In the Summary Resolution Communication we will tell you about the Financial Ombudsman Service, who can review your case if you subsequently decide you are unhappy with our resolution and wish to take further action.
Complaints which cannot be resolved within three business days, but within 8 weeks
Where we decide that your complaint cannot be resolved within three business days, or where we were unable to resolve your complaint in this period, we will follow a formal complaints procedure which is set out by the Financial Conduct Authority. This process requires that we:
- Send you an initial response letter acknowledging your complaint within five days of receipt, or immediately on realising the informal complaints handling process will not reach a resolution;
- Provide you with details of our complaints handling procedures;
- Fully investigate the complaint and, where necessary, make contact with you to seek clarification on any points;
- Send you a final response letter as soon as possible, but no later than eight weeks after receiving the complaint, detailing how your complaint has been resolved and if any redress will be offered.
Our final response letter will set out clearly our decision and the reasons for it. If any financial redress is offered, a clear method of calculation will be shown, and it will be paid promptly and in full.
We will include details of the Financial Ombudsman Service (FOS) in our final response. If you are not satisfied with the outcome, you may be eligible to refer your complaint to FOS. You must refer the matter to FOS within six months of the date of this letter or the right to use this service is lost.
If we are unable to answer your complaint within eight weeks after receipt of your original complaint letter we will send you either, a final response; or a letter
If we cannot resolve the complaint within eight weeks
While we would always aim to complete an investigation within eight week. If for any reason, our investigation is not concluded within an eight week period, we will write to you again explaining why we are not in a position to issue a final response, advising you when we expect to be able to do so. At this point, you may be able to take your complaint to Financial Ombudsman Service.
Closing a complaint
Where we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed, your complaint will be considered closed.
Where no confirmation has been received from you within four weeks of our final response letter, your complaint may also be considered closed.
Information about the Financial Ombudsman Service (FOS)
The FOS is a free, independent service that looks into disputes between financial businesses and their customers. You have six months from the date of our final response letter to refer your complaint to the FOS.
| Website: | https://www.financial-ombudsman.org.uk/ |
| Email: | complaint.info@financial-ombudsman.org.uk |
| Post: | The Financial Ombudsman Service Exchange Tower London E14 9SR |
| Telephone: | 0800 023 4567 (free for most people ringing from a fixed line) 0300 123 9123 (cheaper for those calling using a mobile) +44 20 7964 0500 (if calling from abroad) |
Further helpful information can be obtained from visiting the FOS website above.
