How to Complain

 


If you are dissatisfied by an aspect of the service you have recieved by Scotcash you can make a complaint through our online form, or by contacting our office on 0141 275 0525.

Our Customer Complaints Policy can be seen below.

 

Customer Complaints Policy

 

Background

Scotcash strive to provide a good quality service and if things go wrong we want to know about them so we can put them right and learn from them. This will help us to improve our service.

This Policy recognises the FCA guidelines and the Scotcash “Treat Customers Fairly “Policy.

 

What is a Complaint?

Complaints are not routine enquiries or requests about a service. A complaint is an expression of dissatisfaction, however made, which suggests failure by Scotcash to perform a function or provide a service in line with stated practices and policies.

A complaint gives us the opportunity to:

  • put something right which has gone wrong
  • to restore the service to the required standard
  • to ensure that faults are acknowledged and to
  • provide a remedy

 

Principles of the Scotcash Complaints Procedure

The complaints procedure is built upon the following principles:

  • Fairness
  • Openness
  • Partnership
  • Transparency
  • Based on Legal Rights, Including Right of Appeal
  • Confidentiality - to protect all concerned

 

Taken together these principles create a system which is committed to service improvement, and which protects the interests of everyone concerned. It is based on legal rights and the highest standards of public service. All complaints and concerns will be investigated and action taken as a result, wherever appropriate.

 

How Long It Will Take

If a complaint has not been resolved by close of business the day after we receive it, we will write to the customer , either to acknowledge receipt of the complaint, or to respond on the matters which been have raised. We will do this within five working days of receiving the complaint.

Whilst a complaint is being investigated, we will provide regular updates on the progress of the investigation, both by telephone and in writing to the customer

Complaints are to be resolved within 30 days. If we are unable to resolve it within 30 days, we will write to the customer explaining the reasons for the delay and give an indication of when we expect to be able to provide a resolution. At this point if the customer is unhappy with the progress, they may refer their complaint to the Financial Ombudsman Service.

The customer must contact them within six months of the date of our final response letter.

They can be contacted in the following ways:

Write    -    Financial Ombudsman Service
                  South Quay Plaza
                  183 Marsh Wall
                  London
                 E14 9SR

Telephone - 0300 123 9 123

 

The procedure to be followed within Scotcash as an organisation is as follows:

  • All staff are responsible for ensuring any complaints made in relation to the scope of this procedure are reported to the nominated person Susan McClelland.
  • Susan McClelland is responsible for dealing with all complaints in line with this procedure.
  • Any expression of dissatisfaction should be reported to a Line Manager.  The Line Manager will ask for all details and determine whether or not the matter should be considered as a complaint.  Take as much relevant information as possible, including account details, the details of the complaint and what the customer would like us to do to resolve matters.
  • If it is to be considered as a complaint, it should be recorded on the Complaint Record sheet by the Line Manager and reported to the nominated person who will deal with the matter from then on
  • If the matter cannot be resolved by close of business the following day, the nominated person will write to the complainant acknowledging the complaint, this will be done within 5 working days
  • Regular updates either by letter or phone will be provided while the complaint is being investigated
  • Complaints are to be resolved within 30days. If Scotcash fails to act on a complaint within 30 days, or refuses the request, it will set out in clear and plain language the reasons it took no action / refusal.  The firm all inform the customer(s) of their right to complain directly to the supervisory authority.  In doing so, the firm will provide the customer(s) with the contact details of the supervisory authority and inform them of their right to seek a judicial remedy.

 

Copies of the Ombudsman Leaflet can be obtained from Scotcash Head Office.

 

Regular reports will be made in line with FCA regulations to the FCA.

 

Scotcash will collect the data around the complaints and run analysis on them to identify any systemic issues and take appropriate action.  These will be recorded and details made available to the Scotcash Board of Directors.  An annual report on the Scotcash Complaints Policy will be reported to the Board of Directors.

 

 

 

Did You Know...?

Of 143 customers surveyed, approximately 486 people have benefited from the loans.