Scroll Finance are committed to providing a high standard of service to our customers. However, we appreciate that we do not always get it right. When this happens, we want you to tell us about it so that we can put it right for you and all our customers.
This procedure sets out on how we will act when we receive a complaint from you. Customer satisfaction is of utmost importance to Scroll so please contact us if you are dissatisfied with our service in any way.
The best way to get in touch is to call or email us or send us a message and we’ll try to resolve the issue immediately. If for any reason we can’t, we’ll do our best to find a solution for you within 3 working days.
If we can resolve your complaint within three working days, we will send you written confirmation of this in the form of a summary resolution letter. Where we cannot resolve your complaint within three working days, we will send a written acknowledgement within five working days.
We will then undertake a full investigation to enable us to make an informed assessment of your complaint. We’ll keep you updated on our progress and contact you if we need you to provide further information regarding the issues you have raised.
NB: If we decide that you are not an eligible complainant we will advise you of this promptly. There may also be times where we need to refer part or all your complaint to a third party. Where we do need to make such a referral, we aim to do so within 5 working days, and we will inform you of our actions, including contact details for the third party, if applicable.
After our investigation, if you’re still unhappy with our response to your complaint, you can choose to refer it to the Financial Ombudsman Service.
They provide a free, independent service to help resolve complaints.
If you decide to refer your complaint after we’ve issued our final response, you should do so within 6 months of the date on our final response letter.