Complaints Policy

This Policy

This Complaints Policy sets out how Harris Finance Limited handles complaints from customers and prospective customers relating to its business and personal loan products and associated services. The policy is designed to ensure complaints are handled fairly, promptly, transparently, and consistently, and that lessons learned are used to improve our products and services.

Scope

This policy applies to:
All complaints received from individuals and businesses regarding personal loans, business loans, and related services provided by the Harris Finance Limited.
All employees, contractors, and agents of Harris Finance Limited involved in receiving, investigating, or resolving complaints. This policy covers complaints made by:
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• Personal loan customers
• Business loan customers (including sole traders, partnerships, and companies)
• Guarantors or authorised representatives acting on behalf of customers

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether oral or written, about:
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• Our loan products or terms
• The application, approval, or decline process
• Fees, interest, charges, or repayments
• Customer service or communication
• Collection or recovery activities
• Data protection or confidentiality
• Any action or omission by the Company or its representatives

A complaint may be made even if the issue has been resolved, where the customer remains dissatisfied.

Principles

The Company is committed to handling complaints in accordance with the following principles:

• Fairness: Complaints will be assessed objectively and impartially.
• Accessibility: Customers can make a complaint easily and free of charge.
• Timeliness: Complaints will be acknowledged and resolved promptly.
• Transparency: Customers will be kept informed of progress and outcomes.
• Confidentiality: Information will be handled in accordance with data protection laws.
• Continuous Improvement: Complaints will be analysed to identify trends and improve our

How to Make a Complaint

Customers may submit a complaint through any of the following channels:

• Email - enquiries@harrisfinance.co.uk
• Telephone - 0141 647 4000
• In writing - Harris Finance, 136 Boden Street, Glasgow, G40 3PX

Customers should provide, where possible:

• Their name and contact details
• Loan reference or account number
• A clear description of the complaint
• Copies of any relevant supporting documents

Complaints may be made by an authorised representative, provided appropriate authority is supplied.

Acknowledgement of Complaints

All complaints will be acknowledged promptly from receipt to Harris Finance Limited.

Investigation and Resolution

Complaints will be investigated by a suitably trained and independent member of staff, where possible. The investigation will consider all relevant information, including customer records, communications, and applicable policies. Customers may be contacted for further information or clarification during the investigation.

Outcome and Final Response

The final response will:

• Summarise the complaint
• Explain the outcome of the investigation
• State whether the complaint is upheld, partially upheld, or not upheld
• Detail any remedial action, redress, or explanation provided
• Explain any further options available to the customer if they remain dissatisfied

Any redress offered will be fair, proportionate, and consistent with the circumstances of the complaint.

Escalation

If a customer is dissatisfied with the outcome, they may request an internal review or escalation to a senior manager not previously involved in the complaint. Where applicable, the final response will also inform customers of their right to refer the complaint to an independent external dispute resolution body or regulator, including relevant contact details and time limits.

Record Keeping

• All complaints and related correspondence will be recorded and retained securely.
• Records will include details of the complaint, investigation, outcome, and any remedial actions taken.
• Complaint records will be retained in line with legal and regulatory requirements.

Monitoring and Reporting

Complaints data will be reviewed regularly by senior management. Trends, root causes, and systemic issues will be identified and addressed. Management information will be used to improve products, processes, training, and customer outcomes.

Staff Training

All relevant staff will receive appropriate training on:

• Recognising and handling complaints
• This Complaints Policy and related procedures
• Treating customers fairly and professionally

Vulnerable Customers

The Company is committed to treating vulnerable customers with care and compassion.