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Our Complaints Procedure

When you choose Norton Finance as your finance provider, you join a team that will support you and treat you fairly – while delivering unrivalled customer service. We want to know if you’ve had a poor experience with us, so we can ensure it doesn’t happen again.

That’s why we have a robust complaints procedure. Here we’ll talk you through how it works – from how to log a complaint, to how quickly we can rectify the issue, and where you can escalate it if you’re still unsatisfied with the outcome.

How to log a complaint

You can make a complaint by:

We’ll ask you for:

Visit our Contact Us page for other ways to get in touch.

More information on our complaints procedure

We have a simple and vigorous system for dealing with any issues you’ve raised:

  1. We receive your complaint when you contact us by phone, email, letter or fax
  2. We investigate the issue and come back to you with any questions if necessary
  3. If we feel the complaint would be more appropriately dealt with by another firm (such as the lender), we will provide you with their contact details
  4. We aim to provide a final response to your complaint within eight weeks. If not, we will notify you of the reasons for the delay
  5. If you’re dissatisfied with the outcome, you can refer your complaint to the Financial Ombudsman

Response times for complaints

We aim to resolve all our complaints within three working days. We may get in touch with you to clarify any further details while we’re looking into your complaint. This will allow us to better understand your concerns and help put the situation right.

We’ll keep you updated on our progress every step of the way – using whichever contact method you prefer – and aim to share a final response to you within a maximum of eight weeks.

Resolving complaints

If your complaint concerns a loan, mortgage or insurance product, you can contact the Financial Ombudsman if you’re not happy with the outcome. This option is free, but it’s only available within six months of you receiving our final response.

Contact the Financial Ombudsman by:

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