Azura Finance Ltd is committed to providing the highest quality service and ensuring customer satisfaction. However, should you feel that we have done something wrong, we welcome the opportunity to learn from this and we have a Complaints Procedure in place to assist us in resolving your concerns.

We adhere to complaints handling rules where we receive any oral or written expression of dissatisfaction. If you have cause to complain, we take any complaint very seriously and endeavour to deal with any complaint promptly, effectively and in a positive manner. 

Making a complaint 

Should you wish to complain please write or telephone us using the details shown below providing us with full details of your concerns, together with our agreement number and contact details for yourself:

Phone:  01279 972364

Email:  customerservices@Azurafinance.com

Post:  Azura Finance Ltd, Weston Business Centre, Parsonage Road, Takeley, Bishops Stortford, Hertfordshire, CM22 6PU

 Our Procedure 

Any complaint verbal or written will at the earliest opportunity be referred to a member of the Customer Services Department and we will follow our internal complaints procedure. 

We will try to resolve your complaint within 3 business days after the day that we received your complaint. However, it may always be possible if your complaint requires further investigation and we will keep you informed of the progress and we will let you have our final response as soon as possible and no later than eight weeks. 

Our process includes the following steps:

• Acknowledge the complaint in writing promptly 
• Give details in our acknowledgement letter of the Financial Ombudsman Service 
• Make contact to seek clarification on any points where necessary 
• Fully investigate the complaint 
• Keep you informed of our progress 
• Discuss with you our findings and proposed response 

Investigation 

The complaints handler will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority’s direction to deal with complaints promptly and fairly and to give complainants clear replies and, where appropriate, fair redress. 

When investigating the complaint, we will take several steps, and these may include: 

• Review of the facts 
• Retrieval of relevant documentation and correspondence 
• Speaking to relevant individuals 
• Listening to any relevant phone recordings 

We will consider these in conjunction with your complaint. We will endeavour to respond to and resolve your complaint straight away, which we consider to be within  3 business days after the day that we received your complaint. If we are able to resolve your complaint to your satisfaction within 3 business days you will receive a letter confirming the complaint has been resolved and the details of the Financial Ombudsman Service (“FOS”).

However, we may need to carry out further internal investigations which will not enable us to resolve your complaint straight away. In this instance we will send you a letter acknowledging your complaint within 3 working days from when we received your complaint.

Complaint Progress 

We will keep you informed of the progress of your complaint and notify you in writing of the proposed resolution. 

In the unlikely event that our investigations require longer than 4 weeks to complete, we will write to you to explain why we are not yet in a position to respond to your complaint and indicate when we will make further contact. This must be within 8 weeks of the receipt of the complaint. 

If after 8 weeks we are still not in a position to make a final response, we will write to you and give reasons for the delay and an indication of when we expect to provide you with a and final response. At this point we must include details of the Financial Ombudsman Service (‘FOS’) who you can refer your complaint to if you wish to. 

Once our investigations are complete, we will write to you with our response.

Final Response 

A final response will set out clearly the firm’s decision and the reasons for it and is: 

• Where we believe that we have fully addressed your complaint; 
• Notified you that you may refer the complaint to the Financial Ombudsman Service if you remain dissatisfied with our final response and that you must do so within 6 months from the date of the final response; and 
• Provide the website address of the Financial Ombudsman Service and refer to the availability of further information on the website of the Financial Ombudsman Service 

Complaints Settled within 3 business days 

Complaints that can be settled to your satisfaction within 3 business days can be recorded and communicated differently. 

Where we consider a complaint to be resolved to your satisfaction under this section, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which: 

• Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction 
• We will tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service 
• Indicates whether or not we consent to waive the relevant time limits, (where we have discretion in such matters) 
• Provide the website address of the Financial Ombudsman Service 
• Refer to the availability of further information on the website of the Financial Ombudsman Service 

Closing a complaint 

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Financial Ombudsman Service. 

Financial Ombudsman Service

If you still remain unhappy with the solution, and if you are eligible, you can refer your complaint to the Financial Ombudsman Service who provide an impartial and free service to help you. Their contact details are as shown below.

Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Phone: 0800 023 4567
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk