Help and support

Introduction

At Selina Finance, we are committed to making our services accessible to all customers. We aim to ensure that everyone can understand and use our products and services, regardless of their personal circumstances or needs.

Selina Finance Ltd is authorised and regulated by the Financial Conduct Authority (FCA). We are committed to treating customers fairly and delivering good outcomes in line with the FCA’s Consumer Duty, including providing appropriate support to customers in vulnerable circumstances.

As a provider of second charge mortgages and consumer credit, we recognise that our products involve important financial commitments. We take additional care to ensure customers are supported in making informed decisions.

Our commitment

We aim to:

• Provide clear, fair, and not misleading information about our products
• Ensure customers fully understand the risks involved with second charge mortgages, including that your home may be at risk if you do not keep up with repayments 
• For consumer credit, the impact that missed payments may have on your credit file and financial position
• Ensuring our services are accessible to customers with disabilities or additional needs
• Supporting customers who may need extra help at any stage of their journey

We recognise that customers’ needs can vary, and we aim to adapt our service to meet those needs wherever possible. Our team is equipped to assist customers with a wide range of needs and provide appropriate support where required.

Our approach

We design our website and customer journeys to be accessible and easy to use. This includes:

• Using simple, clear language to explain our products and services
• Structuring content with headings and logical navigation
• Providing prompts and guidance throughout the application process
• Offering both digital and telephone support options

We aim to align with recognised accessibility standards such as WCAG.

Additional support

We understand that applying for credit or mortgage products can feel complex or overwhelming, and that customers may experience vulnerability due to health, financial, or personal circumstances. Our team is available to provide additional support where needed.

If you find it difficult to complete an application, our team is trained to:

• Recognise when you may need additional support
• Guide you through the process 
• Explain information in a way that suits your needs
• Communicate clearly and sensitively
• Adapt the process to suit individual needs (where possible)

If you tell us about your circumstances, we will:

• Take this into account when supporting you
• Adjust how we communicate
• Provide additional time or explanation where needed

Where appropriate, and with your consent, we may record your support needs so we can provide consistent and appropriate support throughout your journey.

Alternative formats

We can provide information in different formats on request, including:

• Large print
• Email or paper copies
• Additional time to review documentation

Feedback and contact details

We are continually working to improve our services. If you experience any difficulty using our website or services, please contact us.

• Phone: 020 4525 8044
• Email: support@selinafinance.co.uk

We aim to respond promptly during our working hours.

Complaints 

If you are not satisfied with the support you receive, you have the right to make a complaint.

You can find full details of how to complain on our complaints page.

If you remain dissatisfied after we have reviewed your complaint, you may be able to refer it to the Financial Ombudsman Service.

Ongoing improvements

We regularly review and update our website and services to improve accessibility and customer experience.

Last updated

This page was last updated in April 2026.