Complaints Procedure

Percy Finance Ltd

Last reviewed: February 2026

Introduction

Percy Finance Ltd is authorised and regulated by the Financial Conduct Authority and operates as a credit broker, not a lender.

Percy Finance Ltd is committed to providing a high standard of service to all customers. However, if at any time you are dissatisfied with any aspect of our service, we encourage you to tell us so that we can investigate and resolve the matter promptly and fairly.

We treat all expressions of dissatisfaction, whether oral or written, seriously and in accordance with the Financial Conduct Authority (FCA) rules set out in the FCA Handbook (DISP).

What Is a Complaint?

In line with the FCA Handbook (DISP 1.3), a complaint is:

Any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of an eligible complainant about the provision of, or failure to provide, a financial service.

An eligible complainant may include:

• A consumer
• A micro-enterprise (fewer than 10 employees and annual turnover or balance sheet not exceeding €2 million)
• A small business (annual turnover below £6.5 million and either fewer than 50 employees or a balance sheet total below £5 million)
• A small charity (annual income below £6.5 million)
• A small trust (net asset value below £5 million)

How to Make a Complaint

If you wish to make a complaint, please contact us:

In writing:

• Percy Finance Ltd, Clinton House, High Street, Coleshill, B46 3BP
• By telephone: 01675 624901
• By email: enquiries@percyfinance.co.uk

We will acknowledge your complaint promptly.

How We Handle Complaints

We will:

• Investigate complaints competently, diligently and impartially
• Assess fairly, consistently and promptly what action (if any) is appropriate
• Keep you informed of progress
• Consider whether there are any systemic issues that require remedial action

We aim to resolve complaints as quickly as possible.

Complaints Resolved Within Three Business Days

If we are able to resolve your complaint by close of business on the third business day following receipt, we will send you a Summary Resolution Communication confirming:

• That we consider the complaint resolved
• How it has been resolved
• Your right to refer the complaint to the Financial Ombudsman Service (FOS) if you subsequently remain dissatisfied

Complaints Requiring Further Investigation

If your complaint cannot be resolved within three business days:

• We will provide a written acknowledgement.
• We will investigate the complaint fully.
• We will issue a Final Response within eight weeks of receiving your complaint.

Our Final Response will:

• Confirm whether we uphold or reject your complaint
• Provide a clear explanation of our decision
• Set out any redress or remedial action (if applicable)
• Inform you of your right to refer the complaint to the Financial Ombudsman Service
• Provide details of how and when to contact the Financial Ombudsman Service

If we are unable to provide a Final Response within eight weeks, we will write to you explaining why we are not yet in a position to issue our Final Response, indicate when we expect to provide one, and inform you that you may refer the complaint to the Financial Ombudsman Service. This communication will include details of how to contact the Financial Ombudsman Service.

This communication will also include details of how to contact the Financial Ombudsman Service.

Financial Ombudsman Service

If you are an eligible complainant and you are not satisfied with our Final Response, or if eight weeks have passed since you first raised your complaint, you may refer your complaint to the Financial Ombudsman Service.

• Financial Ombudsman Service
• Exchange Tower
• London
• E14 9SR
• Telephone: 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

You must refer your complaint to the Financial Ombudsman Service within six months of the date of our Final Response letter.

Further information about eligibility can be found on the Financial Ombudsman Service website.

Complaints Relating to Goods or Equipment

Where we consider that another party (such as a lender or supplier) may be responsible for the matter complained of, we may forward the complaint to that party in accordance with DISP 1.7 and inform you accordingly.

Where a complaint relates to the quality or suitability of goods financed under a credit agreement, responsibility may rest with the supplier or lender. We will cooperate with relevant parties to assist in resolving the matter.

Record Keeping

We maintain records of all complaints received and their outcome in accordance with FCA DISP 1.9 requirements. Complaint records are retained for a minimum of three years from the date the complaint was received.

Consumer Duty and Continuous Improvement

In line with the FCA Consumer Duty (PRIN 2A), we use complaint data to:

• Identify root causes
• Monitor trends and recurring issues
• Prevent foreseeable harm
• Improve customer outcomes

We are committed to acting in good faith and delivering good outcomes for retail customers.

Responsibility

Overall responsibility for complaints handling rests with senior management at Percy Finance Ltd.