Our customer services team are available between:

9.00am to 8.00pm Monday to Friday
9.00am to 1.00pm Saturday

Outside these hours you can leave a message and we'll call you back the next day or on Monday morning if you leave a message after 1.00pm on a Saturday.

Complaints

At Equifinance we do everything we can to make sure our customers get the best possible service. We are committed to 100% client satisfaction, although we accept that sometimes things don't always work out the way we would like. Our friendly loan advisors and customer services team are always on hand to help you and resolve the vast majority of your queries. However if you are not happy with our service we'd like to hear about it. That way, we can do something to put it right as soon as we can.

Our Complaints process is designed to be transparent and provide a timely response to any complaint.

How to complain

By telephone on 0203 195 1180. Our advisors are available from 8:00am to 8:00pm Monday to Friday, and 9:00am to 1:00pm on Saturdays. By e-mail to customerservices@equifinance.co.uk, please note that additional personal information should not be included in this message for security reasons. We will respond by telephone or letter for the same reason.

In writing - address your letter to:
Complaints Team
Equifinance Ltd
Kirkdale House, Kirkdale Road,
Leytonstone, London, E11 1HP

What happens once a complaint is received?

We will log and acknowledge any complaint as soon as it is received and you issue the case with a reference number. Wherever possible we aim to resolve your complaint by the end of the same business day but if it requires further investigation we will aim to have a resolution and issue a final response within 7 days.

However, if the complaint requires further investigation and it's not possible for us to resolve it within 7 days, we have up to 8 weeks to respond with our final response.

Our final response will also include a leaflet about the Financial Ombudsman Service in case you are dissatisfied with the handling of the complaint.

You can find out more about the Financial Ombudsman Service on their website at www.financial-ombudsman.org.uk

Contact details for Financial Ombudsman Service are detailed below should you wish to contact them;

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

Telephone 0845 0801800
Email: complaint.info@financial-ombudsman.org.uk