×
Home
Apply Now
How it Works
About Us

Complaints

We are sorry to hear you have a complaint you would like us to hear about, from time to time things can go wrong and we would like to make sure we put things right where we can.
Our customers are the heart of our business and we want to do everything we can to keep our customers happy with our services, that’s why we have an effective procedure in place to handle your complaint effectively.

If you feel you need to make a complaint, you can contact us in the following ways -

By e mail

info@Justfundme.co.uk

By Post

Just Fund Me, Just Protect Ltd

Suite 3 Ground Floor
Windgate House
5 Tarleton Office Park Tarleton
PR4 6JF

By Phone

01704 627282

Once we have received your complaint, we will acknowledge your complaint has been received within 3 working days and aim to resolve you complaint within 4 weeks. We must advise that we have up to 8 weeks to provide you with a final response to your complaint, however we aim to resolve your complaint as soon possible.

Our final response may include:

  • A summary of the complaint, advising the outcome of our investigation and our final response on the complaint raised.
  • State whether we acknowledge fault relates to our business, a lender or a dealership.
  • Provide details of any offer of compensation to settle the complaint if deemed necessary.
  • Give details of how to refer your complaint to the Financial Ombudsman Service if you are unhappy with our final response.
  • If we require more time to investigate your complaint, we will ask your permission for more time to investigate. We will then provide final response in line with the agreed timescale.

In the event that you are unhappy with our final response, you have the right as a consumer to refer the matter to the Financial Ombudsman Service within six months of the initial complaint.

You may contact them by post or telephone below.

Financial Ombudsman
Service Exchange Tower
London
E14 9SR

0300 123 9123

Customer Complaints Procedure

‘We pride ourselves on offering our customers multiple options and a fantastic service to make their finance or insurance journey as stress free and enjoyable as possible. For this reason, we ensure that we have strict processes in place, so you receive the best assistance and product for you. However, we do understand that sometimes this cannot always be the case, and if you feel unsatisfied, we want to hear from you so we can help!

You can contact us on 01704 627282 or info@justfundme.co.uk, we do ask that you can include as much detail as possible within your initial contact with us.  Once we have received your complaint, a dedicated employee will respond to you within 3 working days. At Just Protect Ltd we do aim to resolve any complaint we receive within 4 weeks; however, we do need to make you aware that we have 8 weeks to provide you with a Formal Written Response. In the event we believe an investigation is going to take longer than this time frame, we will advise you of a time frame you can expect a response. Throughout the complaints process, we will ensure that you are kept up to date with the investigation.

In our written response, we will detail our investigation into your complaint, how we have resolved the issue and the steps that we have taken to avoid this from happening in the future. Should you be unsatisfied with our response or service at the 8 week deadline, you are able to contact the Financial Ombudsman Services using the details we have provided below 

Financial Ombudsman Service

Phone: 0800 023 4567

Post: Exchange Tower, Harbour Exchange, London, E14 9SR’