Complaints Procedure

At BL Finance NI Limited, we truly care about providing you with top-notch customer support and service. However, we understand that sometimes things may not go as planned. If that happens, we’re here to help resolve the issue quickly and in a way that makes both you and us happy.

Our complaints process is designed to follow the guidance from the Financial Ombudsman Service (FOS), as highlighted in the Consumer Credit Association (CCA) Customer Complaints Procedure leaflet.

Here’s what you can expect from us:

- You’ll receive a copy of the CCA Complaints Procedure leaflet.
- We will stick to the outlined timelines when handling complaints.
- We will keep working on your issue until it is resolved.
- You have the right to reach out to the FOS or other organisations, like the Information Commissioner’s Office (ICO), if you need to.

Here’s how our complaints process works:

If you’d like to make a complaint, just get in touch with us directly—whether by phone, writing or by any other method. Please include your account details and let us know what the issue is.

We will acknowledge your complaint and, if possible, provide a resolution in writing within 3 working days. We’ll also send you a copy of the CCA Complaints Procedure leaflet.

If we can’t resolve your issue right away, we’ll aim to address it within 8 weeks of receiving your complaint. We promise to keep you updated on our progress during that time.

You’ll receive our final response in writing within 8weeks. If you’re still not satisfied with our final response, please contact the contact details shown in the leaflet, which also explains how to proceed further with your complaint if you feel it is unresolved. You also have the right to reach out to the FOS within 6 months of the date of our final response.

We appreciate your understanding, and we’re here to help you every step of the way!