Complaints

Agreement

By completing and submitting this on-line form I confirm that I would like you, FLA (Finance & Leasing Association), to refer my complaint (and any information received in the course of handling that complaint) to the finance company. I agree that you may have to collect information about my agreement and account and authorise the finance company concerned to give you the information you need.

I agree with the above.

Yes No

Please note that the FLA is unable to deal with your complaint without your consent.

Personal Details

Please answer the following questions as fully as possible.

Title
First Name
Last Name
Your Email
Address
Town
County
Postcode
Telephone	We may contact you on this number during office hours to discuss your case.

Details of complaint

Which finance company are you complaining about ?	You can usually find the company name on the agreement you signed. We can only deal with complaints against our members (link opens in a new window). We will let you know if we cannot help.
What type of finance do you have with this company ?	e.g. Personal loan, store card, credit card etc
Account number	You can usually find this on any letters you have received from the company.
When did the advice, transaction or poor service that you are complaining about take place ?	Please enter a date.

Please provide a summary of what your complaint is about

How would you like the finance company to put the matter right for you ?

What steps has the finance company already taken to put the matter right ?

Are you complaining on behalf of somebody else ?	Yes No i.e. Did somebody else sign the agreement?
Are you complaining on behalf of a business ?	Yes No
Have you complained to any other body/organisation about this matter ?	Yes No
Have there been any court proceedings relating to your agreement - or are any court proceedings planned ?	Yes No

If your answer to any of the above questions is “yes” – please provide further details

How did you hear about FLA's complaint scheme ?

Please note, we may require further information from you before we are able to deal with your complaint.

If you are not contacted by FLA within 2 working days, please call 020 7836 6511 to ensure we have received your complaint. If you do not hear from us, please do not assume we have received your complaint.

We may use e-mail, telephone and post to contact you.

We will send you a copy of the details you have sent us when we acknowledge receipt of your complaint.