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How to make a complaint

Got a question? Email us at [email protected]

Ask Inclusive Finance (AskIf) is committed to delivering a professional, high-quality service to all customers. However, there may be occasions when you feel the level of service you receive has fallen below your expectations.  

We take all complaints seriously and will deal with your complaint in the manner outlined in this policy. AskIf is committed to ensuring that all complaints are investigated fully, impartially and with due consideration for confidentiality. It is our aim to be clear and transparent and to treat customers fairly.  The purpose of this policy is to ensure that all customers of AskIf (applicants and borrowers) know how to make a complaint and how AskIf will handle the complaint.

 

If you are unhappy with our service you may raise this to our customer service team:        

  • In writing via email [email protected] or
  • By post to Ask Inclusive Finance Limited, Chester House 1-3 Brixton Road London SW9 6DE, or
  • By calling 020 3176 7633 between 9am and 5pm Monday to Friday.  

Any complaint made should include:

  • Your contact details (including postal and e-mail address and contact telephone number)
  • The subject of the complaint
  • Information and evidence regarding the complaint.

Anonymous complaints will not normally be accepted but may be investigated where possible and will be acted upon at AskIf’s discretion.

Complaints should, where possible, be made within three months of the incident occurring.

 


AskIf Complaints Handling Procedure

We will acknowledge all complaints promptly following receipt of the complaint in writing as outlined above.  We resolve complaints in 2 ways.

 

1. Satisfactory Resolution within Three Working Days

  • Where possible, we aim to resolve complaints within three business days following receipt. This may involve telephone and/or e-mail communication as appropriate to the nature of the complaint.
  • If the details of the complaint are not clear and concise, and there is ambiguity about the subject matter, we will always seek clarification before we begin our investigations.
  • Complainants are encouraged to submit any supporting evidence they wish us to take into consideration when investigating the complaint.
  • All complaints are closed with a written summary of our findings.

 

The written summary will clearly state the final view on the complaint.  The decision will either be:

Uphold the complaint, apologise and offer redress

Not uphold the complaint giving full reasons for the decision

Resolution where we have found a suitable and agreed outcome with the complainant

Where this is not possible within three days and a more in-depth investigation is required we will inform you of this fact via e-mail and aim to provide a final response within eight weeks from receipt of the complaint as explained in more detail in Section 2 of this document.  

 

If the complainant is dissatisfied with our response, they can refer the issue to the Financial Ombudsman Service (FOS) whose details are contained later in this policy.

 

2. Investigation within Eight weeks

  • If we are unable to resolve your complaint within 3 days, we may need to investigate the complaint and what has happened in more detail
  • This investigation might take up to 8 weeks to conclude’
  • Complainants will be regularly kept informed of progress during this time.
  • We may also request additional supporting evidence from the complainant.
  • Complainants are encouraged to submit any supporting evidence they wish us to take into consideration when investigating the complaint.
  • Once the complaint has been fully investigated, a final response detailing the summary of our investigations will be sent to the complainant.

 

The written summary will clearly state the final view on the complaint.  The decision will either be:

Uphold the complaint, apologise and offer redress

Not uphold the complaint giving full reasons for the decision

Resolution where we have found a suitable and agreed outcome with the complainant

 

Where for any reason we are unable to provide a final response within eight weeks, we will send confirmation of this in writing along with an explanation as to why we have been unable to complete our investigations within the agreed time scale. We will also outline when we expect to be able to send the final response.

 

In the instance that you are not satisfied with our final response you may be eligible to refer your complaint to Financial Ombudsman Service. Please refer to the links provided for further information on eligibility and the required process.

The Financial Ombudsman Service is a free, independent service for settling disputes between businesses providing financial services and their customers. The Financial Ombudsman Service will not consider a complaint until we have given you our final response and unless you contact them within six months of our final response.

http://financial-ombudsman.org.uk/

http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

 

A record of your complaint will be retained for quality control and reporting purposes.

 

Closure

AskIf will deem complaints to be closed when:

  • We have responded and resolved the complaint within three business days; or
  • If not resolved in three business days, we have fully investigated the complaint and have responded within 8 week
  • A final response has been sent to the complainant.

 

Download: Complaints Policy 30-08-17.pdf

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How to Register a Complaint

Download: AskIf Complaints Policy v1.0.pdf