Help & Complaints | Selina Finance

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How can I discuss an issue or submit a complaint? And how soon will I receive a response?

We always try to do everything we can to make sure you receive the best possible service. We know that sometimes we don’t always get things right the first time. If you’re not completely happy about anything, we’d like to hear about it straight away, so we can try to put it right for you and improve our service.

We take complaints seriously. If you want to make a complaint - whatever it’s about - we’ll give it our full attention and we’ll make sure it’s dealt with by someone with the right knowledge and experience.

How to make a complaint?

We aim to make it as easy as possible to complain to Selina Finance, there are various ways that you can raise a complaint with us and are detailed below:

Send us an email at complaints@selinafinance.co.uk
Give us a call at 020 8068 3087
Post a letter to HYLO 103-105 Bunhill Row, London EC1Y 8LZ

How we'll deal with your issue

If your complaint cannot be resolved straightaway we will:

We'll acknowledge receipt in writing, confirming our understanding of your complaint, who will be handling it and giving you the opportunity to provide any further information or documents.
After investigating your complaint, we'll endeavour to provide a final response with a full explanation of the findings within 8 weeks. If we're unable to provide a final response within this time, we'll provide you with a written response explaining our position, and setting out next steps and your right to refer to the Financial Ombudsman.

The Financial Ombudsman Service

If you’re dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review free of charge, but you must do so within six months of the date of our final response letter.

The Financial Ombudsman Service (FOS) will only consider your complaint once you’ve tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help. We do our best to resolve complaints and none of our cases have been referred to the FOS for an adjudication.

The FOS is also only able to consider certain categories of complaint. For example, complaints about buy-to-let mortgages, which are not regulated by the Financial Conduct Authority, will normally be outside the jurisdiction of the FOS.

In addition, the FOS might not be able to consider your complaint if:

What you’re complaining about happened more than six years ago, and
You’re complaining more than three years after you realised (or should have realised) that there was a problem.

If your complaint was made outside of these time limits, which is a matter for the FOS to decide, the FOS will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was as a result of exceptional circumstances.

Further information on the services provided by the Financial Ombudsman Service can be found on their website: https://www.financial-ombudsman.org.uk or alternatively you can contact them via:

Post: The Financial Ombudsman Service, Exchange Tower, London. E14 9SR
Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk

Alternative Dispute Resolution (ADR) Directive

The ADR directive is European law, which means alternative ways of resolving contractual disputes between consumers and businesses are available. The Financial Ombudsman Service (FOS) is the ADR provider for Financial Services in the UK and will provide a complaint handling service under the ADR Directive in addition to its role as an Ombudsman Service.

Selina Finance has decided to continue dealing with customer’s complaints when they are received, rather than pass responsibility to the FOS under the ADR Directive. This does not affect customers’ statutory rights of referral to the FOS as outlined above.

Online Dispute Resolution Platform (ODR)

Complaints about Financial Services firms may also be sent to the Online Dispute Resolution website, https://ec.europa.eu/consumers/odr.

Any complaints received via the ODR, will be forwarded to the FOS and then to Selina Finance. Complaints received by this method will be treated in the same way as those received through existing means.

Complaints

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