Complaints

We aim to provide a high level of satisfaction to our customers. If our service has not met with your expectations please let us know so we can try to put things right.

If you would like to register a complaint please contact us by either:

Email: EQCustomer.Relations@Equifinance.co.uk

Telephone: 0208 045 1375

Post: Equifinance Limited, 1st Floor Kirkdale House, 7 Kirkdale Road, Leytonstone, London,E11 1HP

Please quote your reference number, name and address in all correspondence.

We will promptly acknowledge your complaint as soon as it is received and let you know if we require any further information, within 5 days. We will keep you informed of how we are managing your complaint and within 8 weeks shall send you our final response. If we are unable to respond in this time, we will contact you to explain the delay and give you an indication of when to expect our response. Once you are in receipt of our final response if you are not happy with it or if we have failed to respond within 8 weeks you may refer your complaint to the Financial Ombudsman Service.

If you would like a copy of our internal complaints’ procedure, please contact us as detailed above.

Financial Ombudsman Service

If we are unable to resolve your complaint you may ask the Financial Ombudsman Service to review it, free of charge, within 6 months from the date of our final response. You may contact them at:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Telephone: 0300 1239 123
Email: complaint.info@financial-ombudsman.org.uk