Complaints Procedure

Modern Finance Solutions is a trading style of Autoleaseplan Ltd

Our Complaints Policy

We are committed to providing a high-quality financial introduction service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with the details.

We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Financial Ombudsman http://www.financial-ombudsman.org.uk , any time within the next 6 months.

What will happen next?

1. We will record receipt of your complaint within 5 days of receiving it and check that you
have received a copy of this procedure.
2. We will in the meantime investigate your complaint. This will normally involve passing your complaint to the Director, Hitesh Kanadia, who will review the matter and speak to the
member of staff who acted for you.

3. The Director will contact you and try to resolve your complaint. If after 5 days your
complaint has not been resolved he will send you an acknowledgement letter confirming the investigations which are taking place. All complaints which take longer than 24hrs to resolve will be acknowledged by letter.

4. Any investigation and/or mediation will take no longer than 7 weeks to complete.

5. If after 7 weeks your complaint is still not resolved, we will write to you to inform you of
your statutory rights.

6. If you are still not satisfied, you can then contact The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR ( or if your concern is with regards to our
handling of your personal data the Information Commissioner’s Office at https://ico.org.uk/concerns/handling/ ) with regards to your complaint. For further
information, you should contact the Financial Ombudsman Service on 020 7964 1000 or
email them on complaint.info@financial-ombudsman.org.uk . Please find enclosed an
explanatory leaflet from the FOS.

We are FCA regulated no. 723438

Complaints can be made as follows:

In writing: Modern Finance Solutions, 10 Basildene Road Hounslow TW4 7LE
Telephone: 020 8572 1237
Email: info@modernfinancesolutions.co.uk

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