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    Complaints Handling Procedure

    ZR Finance is committed to providing a high quality service to all of our Customer’s, however are aware that occasionally our standards may slip. If this happens, or if there is something you are not happy with please do let us know and we will do our best to put things right.

    Making a Complaint

    If you wish to make a complaint, we ask that you provide us with the following;

    Your Name

    Contact details

    Description of your complaint including how you think we could rectify things for you, and any other information relevant to the complaint.

    Please send this information to;

    The Managing Director
    ZR FINANCE LTD
    15 Conway Crescent
    Macclesfield
    Cheshire
    SK10 2RU

    Or via email to;

    complaints@zrfinance.co.uk
    What happens next?

    Upon receipt of your complaint we will send you a written acknowledgment letter to inform you that our investigations have begun and that we aim to provide you with a prompt resolution, usually within 3 business days.

    Sometimes our investigations may take longer due to the nature of the complaint. We always want to provide our customers with a prompt response and in more complex complaints we aim to provide you with a response no later than 8 weeks from when you first complained.

    If we are unable to complete our investigations within this time, we will contact you again to explain the reason for the delay and provide you with an indication as to when you will receive our response.

    If you remain dissatisfied with the handling of your complaint, or the response that we have provided you with you can escalate your complaint to the Financial Ombudsman Service (FOS) but you must refer your complaint to them within 6 months from the date on our final response.
     
     
    Contact details for FOS are as follows;

    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR
     
    Email: complaint.info@financial-ombudsman.org.uk
     
    Tel: 0800 0234 567 – calls to this number are free from mobiles and landlines