When you use our services, we will tell you about our complaints handling procedure. We will do this:

  • In writing, at or immediately after the point of sale;
  • By giving you a copy of it, if asked to do so; and
  • By giving you a copy of it, if you send us a complaint

Uncle Buck Finance LLP is committed to treating our customers fairly. If you are not satisfied with any aspect of the service you have received from us we would like you to tell us your concerns.

You can contact us in any way that is convenient to you including by phone, email or by post. Our contact details are shown below:

Phone: 01959 543400
Email: customerrelations@unclebuck.co.uk
Post:
Uncle Buck Finance LLP
Riverbridge House,
Anchor Boulevard,
Crossways Business Park,
Dartford DA2 6SL

You do not need to engage a claims management company or solicitor to handle your complaint. You can easily complain to Uncle Buck directly, free of charge, and our complaints policy provides all the information you need to do this. We prefer to hear from you, in your own words, describing what you are dissatisfied with which helps us respond more quickly.

How we will deal with your complaint

Upon receipt of your complaint we will do our best to resolve your complaint by the end of the third business day. If we are unable to resolve your concerns in that time, we will acknowledge your complaint in writing within 5 business days of it being received. Your complaint will be handled by one of our customer relations team.

We will endeavour to complete our investigation and provide you with a final response as soon as possible. However, should we still be investigating your complaint, we will provide you with an update after four weeks. We will always try to issue a final response letter within eight weeks of receiving your complaint. If it looks as though our investigation may take longer than eight weeks, we will provide you with another update on our progress.

Should you remain dis-satisfied with our investigation outcome, our final response letter explains that you can refer your complaint to the Financial Ombudsman Service. You should contact the Financial Ombudsman Service within six months from the date of our final response and our letter will let you know how you can do this.

If we do not provide our final response letter within eight weeks of receiving your complaint, you can refer your complaint to the Financial Ombudsman Service without it.

What you can expect if you complain to the CCTA

The CCTA is our Trade Association and acts on our behalf. If you are not happy with the response from the Customer Relations Advisor at Uncle Buck Finance LLP, you may refer your complaint to the CCTA for a full review.

The CCTA will:

  • Refer your complaint to a senior executive here at Uncle Buck Finance LLP.
  • If your complaint is not resolved to your satisfaction and you do not wish to refer your complaint to the Financial Ombudsman Service, the CCTA will endeavour to conciliate between you and Uncle Buck Finance LLP to restore communication where this has broken down, except where your complaint has already been considered under the dispute resolution procedure of another Code of Practice, or the Financial Ombudsman Service, or has been the subject of a judicial decision.

Contacts

CCTA
Chief Executive
Consumer Credit Trade Association
Airedale House
Aire Valley Business Park
Dowley Gap Lane
Bingley BD16 1WA
Tel: 01274 714959
Fax: 0845 257 1199

We are required to make you aware of the European Commission’s Online Dispute Resolution platform (ODR) which allows you to make a complaint about online purchases through the platform. This platform may be used to facilitate resolution of disputes and sits alongside our existing complaints procedure. For more information click here.

Complaints Publication Report

Firm name: Uncle Buck Finance LLP
Period covered in this report: 1 April 2018 – 31 March 2019
Brands/trading names covered: Uncle Buck
Product Service Grouping: Credit related

Number of complaints
Number of complaints opened8213
Number of complaints closed7601
Percentage upheld12.6%
(Some complaints closed in this period were opened prior to 01 April 2018)