Date Document Created/Updated: 01 August 2025
Next Review Date: 31 July 2026
Version: 2.0.0

Introduction

Our aim is to provide all of our clients with an excellent level of service. However, we recognise
that there could be an occasion when you do not feel satisfied with the service you have received
from us. We take complaints very seriously and with this in mind we have developed a
Complaints Handling Procedure which lets you know how we will deal with your complaint.
Should you need to make a complaint, please contact our Complaints Manager using any of the
following methods:

• By Telephone 0800 651 6511
• By Email jo@blackbookfinance.co.uk
• In Writing to 1 Broadfields Parade, Glengall Road, Edgware, HA8 8TD

To ensure that we can deal with your complaint swiftly, please include the following within your complaint:

• Your full name and address;
• Your contact details (email, postal address and telephone number);
• Your preferred method of contact;
• Description of complaint together with any applicable supporting documents or
  evidence; and
• Any requested method of resolving the complaint.
  

We take all complaints seriously and will review your complaint by considering all the available
evidence in tandem with any relevant laws, regulations or guidance from applicable regulators.

Complaints Handling Process

We will handle your complaint in the following manner:

1) We will acknowledge your complaint promptly following receipt, enclosing a copy of these
procedures;

2) If you make an oral complaint, our written acknowledgement will set out our understanding of your complaint;

3) If we have reasonable grounds to be satisfied that another firm may be solely or jointly
responsible for the allegation(s) made, we will promptly forward the complaint or the
relevant part of it to that firm. We will write to you to confirm our actions and provide
contact details of the firm concerned;

4) If your complaint cannot be resolved by the close of the third business day following its
receipt, we will ensure that you are regularly kept informed of our progress with regards
to the investigation into your complaint;

5) We will endeavour to send you our Final Decision Letter addressing your concerns and
providing you with our decision within 8 weeks or keep you informed of the progress of
your complaint if not resolved before then;

6) Where we are still unable to complete our investigations within 8 weeks of your complaint,
we will send confirmation of this in writing along with an explanation as to why we have
been unable to complete our investigations within this time scale. We will also confirm
when you can next expect contact from us. At this stage, if your complaint concerns a
regulated activity and you qualify as an eligible complainant, we will include an
explanatory leaflet from the Financial Ombudsman Service to who you will be entitled to
refer your complaint.

7) We will continue to investigate the complaint until we are in a position to send you our
Final Decision Letter;

8) If your complaint is upheld, we will provide you with fair compensation for any acts or
omissions for which we are responsible;

9) Once you have received our Final Decision Letter, if you are unhappy with our handling of
your complaint and it concerns a regulated activity and you qualify as an eligible
complainant; you can refer the matter to the Financial Ombudsman Service. You must
refer the matter to the Financial Ombudsman Service within 6 months of the date of our
Final Decision Letter.

10) We shall deem the complaint closed when:

• Our investigation has been completed and a Final Decision Letter has been sent to
  you;
• or You have indicated, in writing, acceptance of any earlier response, where appropriate.
  

The Financial Ombudsman Service (FOS)

The Financial Ombudsman Service (FOS) offer eligible complainants a free independent service
for resolving disputes. You may contact the FOS by:

Calling their consumer helpline on:

• 0800 0 234 567 (free for people phoning from a “fixed line”), or
• 0300 123 9 123 (free for mobile users who pay a monthly charge for calls to numbers
  starting 01 or 02)

Writing to them at:

• The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Emailing:

• complaint.info@financial-ombudsman.org.uk
  

Further detailed information about the FOS, including a description of eligible complainants, can
be found:

• In the FOS’s leaflet ‘Your Complaint and the Ombudsman’ which we can provide you
  with, or it is available to download from the Financial Ombudsman Service website.

Black Book Finance Limited is authorised and regulated by the Financial Conduct Authority (FCA) – Reg No: 821215