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We want to put things right

Something gone wrong? Tell us.

If something has gone wrong, tell Fairwood in your own words. We will listen, look into what happened and explain what we can do to put things right.

Tell us what happened

Make a complaint

Tell us what happened

You do not need to use formal or legal words. Just explain what has gone wrong and what you would like us to do.

You can complain by telephone, email or post. There is no charge to make a complaint, and raising one will not affect the care with which we consider your concerns.

Call Fairwood07855 365074Tell us what happened in your own words.Email Fairwoodjeff@fairwood-finance.co.ukWrite to us when it suits you.
Write to FairwoodFairwood Finance Limited, 456 Gower Road, Killay, Swansea, SA2 7ALSend your complaint to our registered office.

What happens next

We’ll keep it straightforward.

Three clear stages, with an explanation at every step.

  1. Tell us what happened

    You do not need to use formal or legal words. Just explain what has gone wrong and what you would like us to do.

  2. We will look into it

    We will promptly confirm that we have received your complaint and arrange for it to be considered fairly.

    It helps if you give us your name, a safe way to contact you, what happened and any important dates. We may ask for more information if we need it, but you should not send more personal or financial information than is necessary.

  3. We will explain the outcome

    We will try to resolve your complaint as soon as possible and keep you informed if our investigation takes time. We will send our written final response within eight weeks of receiving your complaint.

    If we cannot provide a final response within eight weeks, we will explain the delay and tell you about any right to refer the complaint to the Financial Ombudsman Service.

Independent help

Still unhappy?

The Financial Ombudsman Service is free and independent. If you are unhappy with our final response, or we have not responded within the applicable time, you may be able to ask it to consider your complaint.

You will usually need to refer your complaint within six months of the date of our final response. Other time limits and exceptions can apply, so check the current information from the Financial Ombudsman Service.

Visit the Financial Ombudsman Service

Help is available

Need help making a complaint?

Tell us if you need information in a different format or reasonable help to make or follow your complaint. We will consider how best to support you.

You may ask a trusted person or representative to help. We may need your permission before discussing personal information with them.