Complaints Policy

At Pretty Face Finance we strive to deliver excellent customer service, which is why all complaints are taken very seriously and dealt with in a professional and courteous manner. Our complaints procedure is designed to resolve your concerns quickly and efficiently. In the unlikely event that you wish to make a complaint, you are able to do so by contacting us by any reasonable means.

Please see the below for our contact information:

Email: info@prettyfacefinance.co.uk with subject: COMPLAINT

Post: Pretty Face Finance, Suite 410, Warth Business Park, Warth Road, Bury BL9 9NB

Telephone: +44 (0) 161 694 6652 - (Open 10am – 5pm Tuesday to Friday)

Complaints resolved by the close of the third business day

At first instance, we will attempt to resolve your dissatisfaction/complaint at first point of contact. In the event that the complaint is resolved by close of the third business day and you accept the resolution, we will promptly send you a summary of said resolution in writing. This summary will include: 1. The fact that you have made a complaint and informs you that we now consider the complaint to have been resolved; 2. Informs you that if you subsequently decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to the Financial Ombudsman Service, including the whether or not we consent to waive the relevant time limits to escalate the complaint to the Financial Ombudsman Service; and further information relating to the Financial Ombudsman Service (such as their website).

Complaint Acknowledgment

We will acknowledge receipt of the complaint promptly and highlight our understanding of your complaint points or issues. We will explain what investigation will take place and give you an estimated timescale, so you know when to expect the outcome of any investigation. We will also request confirmation on your preferred method of contact should we require further or additional detail to aid our investigations.