Our internal complaints procedure explained:
Step 1 – If at any time you have cause for complaint, please raise this initially with the Cambrian Customer Service Team, either by telephone on 0333 242 2520, email customerservices@cambrianfunding.co.uk or in writing to Cambrian Funding Limited, 222 Armstrong Road, Luton, England, LU2 0FY. In some instances we may not be able to resolve the problem immediately however, we will aim to resolve it within 3 working days.
If we are able to resolve your complaint within 3 days, a Summary Resolution Letter will be sent to you confirming that your complaint has been resolved.
Should you subsequently decide that you are unhappy after receiving the Summary Resolution Letter, you can refer your complaint to the Financial Ombudsman Service.
Step 2 – If we have been unable to resolve your complaint, or if you feel that your complaint has not been resolved to your satisfaction within 3 days you will receive a Complaint Acknowledgement letter/email in which you will be provided with rights to refer the complaint to the Financial Services Ombudsman Service (FOS). The complaint will also be escalated to our Compliance Team.
A member of the Compliance Team will contact you directly in order to resolve the complaint and will aim to issue a final response to your complaint within 8 weeks. We will send you updates while we deal with your complaint during this period.
Step 3 – Our aim is to resolve all complaints internally, effectively and efficiently as possible however, if you are not satisfied with our action or explanation or if 8 weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service, whose address and contact details are:-