Complaints Policy
We take every complaint seriously. This policy explains how to raise a concern with BeFix Limited and how we will handle it.
1. How to raise a complaint
If you are not satisfied with any part of our service, please get in touch in one of the following ways:
- Phone: 020 8058 4241
- Email: [email protected]
- Post: BeFix Limited, 227B Nether St, London, N3 1NT
To help us investigate quickly, please include your name, the address where the work was carried out, a description of what went wrong, and what you would like us to do to put it right.
2. Our complaints process
- Acknowledgement. We will acknowledge your complaint in writing within 3 working days of receiving it.
- Investigation. A senior member of our team will review the matter, contact you if we need more information, and take any steps needed to resolve the issue.
- Final response. We aim to send you a final written response as quickly as possible, and in any event within 8 weeks of receiving your complaint, in line with Financial Conduct Authority (FCA) DISP rules.
- Resolution. If we agree your complaint is justified, we will explain what we will do to put things right.
3. If your complaint relates to finance
On the rare occasion that we do receive a complaint, we take it very seriously. If you have an issue with a product purchased via finance and we have been unable to resolve your issue, please contact TradeHelp Ltd using the following details:
- Write: Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT
- Telephone: 01978 666887
- E-mail: [email protected]
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider. Your credit provider will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
What to do if you can’t reach an agreement
If you are not satisfied with the lender’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of the lender’s final response letter to you.
They can be contacted in the following ways:
- Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Telephone: 0300 123 9 123
- E-mail: [email protected]
Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk.
4. Your rights
Nothing in this policy limits any statutory rights you may have under consumer protection legislation. If you need independent advice, you can contact Citizens Advice.
5. Regulatory status
*BeFix Limited is an Introducer Appointed Representative of TradeHelp for the purpose of credit broking introductions only. Our firm reference number is 1054832. TradeHelp is a trading style of TradeHelp Ltd, Marchwiel Centre, Bryn Lane, Wrexham Ind Est, LL13 9UT, registered in England (03712438), authorised and regulated by the Financial Conduct Authority (firm reference number 697812). TradeHelp are a credit broker, not a lender, and offer loans from a small panel of carefully selected lenders. TradeHelp do not offer financial advice and do not charge you for credit broking services. All loans are subject to status.