How to make a complaint
We aim to give every customer a positive experience, but we understand that sometimes things go wrong. If you are unhappy with any aspect of the service you have received from Segen Finance, please tell us. We take complaints seriously and use them to improve.
Homeowner complaints
If your complaint relates to a residential system financed through Zopa Bank Limited, this is the process that applies.
How to contact us
- Contact
- The Complaints Manager
- By email
- [email protected]
- By post
- Complaints, Segen Finance,
200 Fowler Avenue,
Farnborough,
GU14 7JP
It helps us investigate if you can tell us your name, a contact number or email address, the name of your installer, and what you would like us to put right.
Our procedure
Any complaint, verbal or written, is referred to our complaints manager at the earliest opportunity, or to a member of senior management if the complaints manager is unavailable. We will:
- Acknowledge your complaint in writing promptly, with details of the Financial Ombudsman Service in that acknowledgement
- Make contact to seek clarification on any points where necessary
- Fully investigate your complaint
- Keep you informed of our progress, including contacting you if we cannot respond immediately
- Discuss our findings and proposed response with you
We will give you our final response as soon as possible, and not later than eight weeks from when you raised it. We consider a complaint closed once we have given that final response. You can still exercise your right to refer the matter to the Financial Ombudsman Service if you are unsatisfied with the response.
Complaints about the credit agreement itself
If your complaint relates to the credit agreement itself (rather than how we introduced you to Zopa), we may pass it to Zopa as the lender, who will handle the response. We will tell you if this happens.
Referring your complaint to the Financial Ombudsman Service
If you are not satisfied with our final response, or if eight weeks have passed without one, you can refer your complaint free of charge to the Financial Ombudsman Service. The Financial Ombudsman is an independent service set up by parliament to resolve disputes between consumers and financial businesses. We co-operate fully with the Financial Ombudsman in resolving complaints made against us, agree to be bound by any award it makes, and undertake to promptly pay any fees it levies.
- Website
- www.financial-ombudsman.org.uk
- [email protected]
- Phone
- 0800 023 4567 (free from most fixed lines)
0300 123 9123 (cheaper from a mobile)
020 7964 0500 (calling from abroad) - Post
- Financial Ombudsman Service,
Exchange Tower,
London E14 9SR
You must usually refer your complaint to the Financial Ombudsman within 6 months of our final response. The Financial Ombudsman has its own time limits about how far back complaints can go, see the website for the current rules.
Business complaints
If your complaint relates to a commercial system financed through our lending partner, the contact route is listed below. Use the Segen Finance details to reach us, and tell us it relates to a business agreement so it is routed correctly.
How to contact us
- Contact
- The Complaints Manager
- By email
- [email protected]
- By post
- Complaints, Segen Finance,
200 Fowler Avenue,
Farnborough,
GU14 7JP
It helps us investigate if you can tell us your name, the name of your business, a contact number or email address, the name of your installer, and what you would like us to put right.
What happens next
We take each complaint seriously and will follow the following procedure: the complaint will be acknowledged promptly, investigated fully, and a final response (or an explanation of the delay) will be given within eight weeks. If your complaint relates to the hire purchase agreement itself rather than how we introduced your business, we may pass it to the lender, who will handle the response. We will tell you if this happens.
Referring your complaint to the Financial Ombudsman Service
Businesses have more limited access to the Financial Ombudsman than individual consumers. Broadly, the Ombudsman can consider a complaint from a business only if it is a micro-enterprise (fewer than 10 employees and annual turnover or balance sheet under €2 million) or meets certain other small-business tests. If your business is eligible, the same free-of-charge referral route applies, usually within 6 months of our final response. See the Financial Ombudsman's website for the current eligibility rules and time limits.