Agility Finance Ltd –
Effective from: 26/06/2025
Reviewed: 25/06/2026
Version: 1

1. Our Commitment

At Agility Finance Ltd, we are committed to providing the highest standard of service. If you are dissatisfied with any aspect of our service, we want to hear about it – and we will do our best to put things right.

We treat all complaints seriously and aim to resolve them promptly, fairly, and consistently in accordance with the rules and guidance set by the Financial Conduct Authority (FCA).

2. What is a Complaint?

According to the FCA, a complaint is:
“Any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of a person about the provision of, or failure to provide, a financial service or a redress determination which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.”

3. How to Make a Complaint

You can make a complaint to us by any of the following methods:

• Email: complaints@agilityfinance.co.uk
• Phone: [Insert phone number]
• Post:
  Complaints Department
  Agility Finance Ltd
  [Insert address]
• In person: By visiting our offices (please contact us first to arrange an appointment).

4. What Happens Next?
5. Acknowledgement

• We will acknowledge your complaint promptly, and within 5 business days of receipt.

1. Investigation

• We will investigate your complaint fairly and thoroughly.
• Your complaint will be handled by a trained individual who is independent of the circumstances of your complaint.

1. Final Response

• We aim to provide a Final Response within 8 weeks of receiving your complaint.
• The Final Response will:
  • Summarise the complaint
  • Detail our investigation
  • Explain our decision
  • Where appropriate, offer redress or corrective action
  • Inform you of your right to refer the matter to the Financial Ombudsman Service (FOS)

5. If We Cannot Resolve Your Complaint Within 8 Weeks

If we are unable to resolve your complaint within 8 weeks, we will:

• Write to explain why we are not in a position to issue a Final Response
• Indicate when we expect to be able to provide one
• Inform you of your right to refer the complaint to the Financial Ombudsman Service

6. The Financial Ombudsman Service (FOS)

If you are dissatisfied with our Final Response – or we have not issued one within 8 weeks – you may refer your complaint to the FOS.

You must contact the FOS within 6 months of the date of our Final Response.

Contact Details for FOS:

• Website: https://www.financial-ombudsman.org.uk
• Phone: 0800 023 4567 (free for most landline and mobile users)
• Email: complaint.info@financial-ombudsman.org.uk
• Post:
  Financial Ombudsman Service
  Exchange Tower
  London
  E14 9SR

7. Record Keeping

We keep a record of each complaint and how it was resolved. This helps us identify areas for improvement and comply with our regulatory obligations.

8. Reporting to the FCA

We report complaint data to the Financial Conduct Authority in accordance with DISP 1.10, including the number of complaints received, the cause, and outcomes.

9. Availability of This Procedure

This complaints procedure is available:

• On request (electronically or in writing)
• On our website: [Insert website URL]

10. Contact Us

For questions or clarifications on this procedure, contact:

Compliance Officer
Agility Finance Ltd
Email: compliance@agility-finance.co.uk
Phone: [Insert Phone Number]