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In short
Tell us through our contact form or by email. We will acknowledge your complaint, look into it and send you a final response. Complaints about a lender go to that lender. If your complaint is about a supplier we introduced you to, we pass it on and help you get a response. If you are unhappy with how we handled your personal data you can also go to the Information Commissioner’s Office.
How do I make a complaint?
Use our contact form and say that your message is a complaint, email us at this address or call us on 020 7566 0044. You do not need to use any particular wording.
What should I include?
- Your name and the email address or phone number you used with us.
- Your enquiry reference if you have one. It starts with FFI.
- What went wrong and when.
- What you would like us to do to put it right.
- Copies of any emails or messages that help explain the problem.
What happens after I complain?
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We acknowledge your complaint
We confirm that we have received your complaint within 5 working days.
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We look into it
We review what happened, including our records of your enquiry and any messages. We may contact you if we need more information.
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We send you our final response
We explain what we found and what we will do about it. We aim to send our final response within 8 weeks of receiving your complaint.
If you are not happy with our final response, you can take independent legal advice about your options. Propertas Ltd is not authorised by the Financial Conduct Authority, so the Financial Ombudsman Service is unlikely to be able to consider a complaint about our service. If your complaint is about how we handled your personal data, you can also complain to the Information Commissioner’s Office.
What if my complaint is about a lender or a supplier?
French Finance does not lend money and does not arrange loans, so we cannot decide a complaint about a lender’s decision or the terms of a loan. A complaint about a lender goes to that lender. If your complaint is about a supplier we introduced you to, we pass it on and help you get a response, and that supplier’s own complaints procedure also applies.
In France, professionals who deal with consumers must give them access to a consumer mediator, the médiateur de la consommation. This is an independent person who helps settle a dispute that could not be resolved directly with the business. The lender’s or supplier’s own complaints information should name the mediator they use.
If something we did played a part in the problem, please tell us as well so that we can look into our side of it.
How do I complain about how you use my data?
Please contact us first in the same way, through our contact form or by email to this address. Our privacy notice explains how we use personal data and the rights you have. If you are not satisfied with our answer, you can complain to the Information Commissioner’s Office, the UK data protection regulator: make a complaint to the ICO.