etika aims to offer a fair and supportive service and we take complaints very seriously. If you have a complaint, then we’d like to hear from you so we can help you. If something’s gone wrong, we’ll do everything we can to try and put things right.
Our complaints procedure helps to ensure that any complaint is dealt with promptly, efficiently, courteously and fairly.
How to tell us about a problem:
By phone: 0800 028 9321
By email: email@example.com
etika Finance UK Ltd
PO Box 5600
To make sure we have all the information to investigate your complaint please provide:
etika accepts all forms of complaints, including complaints raised verbally over the telephone. When we receive a verbal complaint, we will attempt to resolve it as quickly as possible. If resolved by the third business day, we will issue you with a written summary resolution. If we are unable to satisfy your complaint verbally, it will be escalated to the Complaints Team as a written complaint to investigate further.Written Complaints
Upon receiving a written complaint, the complaints team will establish the nature and scope of a complaint to first understand whether the business is solely or jointly responsible for the alleged matter(s). If your complaint is relating to the goods and/or services from one of our Retail Partners, or if your complaint refers to the service provided by one of our third-party suppliers, then we will notify them promptly of their responsibility to deal with the complaint.
If etika is responsible for dealing with your complaint, it will be investigated competently, diligently and impartially, obtaining additional information as necessary. Any additional information required can be obtained via telephone, email or any other appropriate means of communication before the process can begin and the initial response letter is sent.
On receipt of your complaint we will:
If we’ve not been able to resolve your complaint satisfactorily or within 8 weeks, then you can contact the Financial Ombudsman Service, but you must do this within 6 months from the date of our final response.
The Financial Ombudsman is an independent organisation that aim to resolve disputes between consumers and financial institutions. Their service is free of charge to consumers.
You can contact them at:
E14 9SRwww.financial-ombudsman.org.uk0800 023 4567
(Lines open Mon to Fri– 8am to 8pm Sat – 9am to 1pm)