Complaint Policy

Policy / Complaint Policy

Complaints Handling Policy

We are committed to treating all of our clients fairly and delivering quality service.  If there is ever a time when you don’t feel we’ve lived up to this we want to hear from you.

Step One: Making a Complaint
If you wish to make a complaint about the service or advice you have received from us please contact us with an outline of your concerns.   We can be contacted as follows:

Adage Credit, Eurolink Business Centre Suite 63B 49 Effra Road, LONDON. SW2 1BZ
Tel:         020 7733 22 93                  
Email:     [email protected]

Step Two: Acknowledging your Complaint
We will always try to resolve your concerns within 3 business days.  However, if we are unable to do this or we need to conduct more detail investigations, we will send you an acknowledgement of your complaint within 5 business days of receiving it.  We will provide you with a copy of our complaints procedure.

We will always set out our understanding of your complaint, regardless of whether it was received in writing or verbally.

Step Three: Investigating your Complaint
Your complaint will be investigated by somebody experienced and if possible who is not connected to your complaint.  In this way we can complete a fair investigation. 

We may ask you to submit copies of documentation to help us with our investigation.

Step Four:  Keeping you Informed.
If we have not been able to resolve your complaint within4 weeks, we will write to you and let you know when we expect to complete our investigation.

Step Five: Resolving your Complaint
We will always aim to resolve your complaint within 8 weeks of receiving it.

At the end of eight weeks we will write to you with the outcome of our investigation and advise you what to do if you are not satisfied.

Step Six:  If you are still unsatisfied.
If we have not been able to complete our review of your complaint within the 8 week period, we will write to you and let you know when we expect to have finished our investigation.

We will also provide you with details of your rights to refer the matter to the Financial Ombudsman Service (FOS).  The FOS can be contacted as follows:

 

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

 

[email protected] 0800 0234 567 or 0300 1239 123
E-mail: [email protected]
Further information can be found on the website: www.financial-ombudsman.org.uk

How To Apply?

  1. CALL Adage credit TODAY

    To book your appointment with our Loan Manager, once booked we will need to see certain documents.

  2. Meet your Loan Manager (Face-to-face meeting)

    One of our loan Managers will sit with you to discuss your loan and fill in application.

  3. Get your loan

    If approved we will release the funds directly into your designated bank account

  4. Repay your loan

    Repayments are collected either on Weekly, Fortnightly, Four-Weekly or Monthly basis via Direct Debit from your bank account.

APR Representative example:

£200 Loan repayable over 24 week;
24 weekly payments of £13.33;
Rate of interest 86.7% p.a. fixed;
Representative 731.7.6% APR;
Total amount payable is £320