Firm name: Snap Finance LTD
Period covered in this report: 1 January – 30 June 2022
Number of complaints opened by volume of business:
Complaints Publication Report
Reporting Period 1 January 2022 - 30 June 2022
In the UK, the Financial Conduct Authority (FCA) requires financial services firms to report on the number of FCA customer complaints they receive on a half yearly basis. We publish details of the number of regulated complaints we deal with, the percentage of complaints we close and the percentage of complaints we uphold. This information is contained in the table below.
Our complaint handling
Snap Finance LTD aims to provide customers with the highest standards possible and encourage customers to get in touch in the event that we make a mistake so we can put things right. We believe it should be as easy as possible for customers to raise complaints or concerns and will always aim to resolve customer complaints immediately or within 3 business days, depending on the nature of the complaint. We always strive to keep the customer informed throughout and adhere to our own internal controls regarding Treating Customers Fairly and Consumer Duty requirements. The efficient and timely handling of complaints is very important to us, and as a key aspect of our customer service delivery we are constantly striving to improve our processes as our business grows.
Product / service grouping | Credit related* |
Provision (at reporting period end date) | N/A |
Number of complaints opened | 508 |
Number of complaints closed | 460 |
Percentage closed within 3 days | N/A |
Percentage closed after 3 days but within 8 weeks | N/A |
Percentage upheld | 37% |
Main cause of complaints opened | N/A |
*Credit related illustrates all Consumer Credit lending complaints