Complaints Policy.

Where a complaint relates to a credit product, loan agreement, affordability assessment, or loan servicing, responsibility for handling that complaint sits with the relevant lending partner. In such cases Sencillo will assist the customer by directing the complaint to the appropriate lender and providing any relevant information required to support the investigation.

1. Purpose

The purpose of this policy is to ensure that Sencillo handles customer complaints efficiently, transparently, and in compliance with FCA rules and regulations. This policy aims to:

• Provide a clear, accessible process for customers to voice their concerns.

• Ensure that complaints are resolved promptly and fairly.

• Use insights from complaints to improve products, services, and customer satisfaction.

2. Scope

This policy applies to all aspects of Sencillo’s operations, including:

• All employees, contractors, and third-party service providers acting on behalf of Sencillo.

• Complaints related to Sencillo’s products, services, marketing, or communications.

• Interactions with potential, current, and former customers.

3. Policy Statement

Sencillo commits to:

• Handling complaints promptly, fairly, and impartially, in line with the FCA’s Dispute Resolution (DISP) rules.

• Complying with all relevant FCA rules, including timeframes for acknowledgment, investigation, and resolution.

• Recognizing and respecting customers’ rights to fair treatment.

• Providing clear, transparent communication throughout the complaint process.

• Providing staff with adequate training to manage complaints effectively.

• Using complaints as a mechanism for learning and continuous improvement.

• Continuously improving processes based on customer feedback.

4. Definitions

• Complaint: Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the provision of, or failure to provide, a financial service which requires a response or resolution.

• Eligible Complainant: Individuals or small businesses defined under FCA DISP rules as entitled to bring a complaint.

• Financial Ombudsman Service (FOS): The independent body to which customers can escalate unresolved complaints.

5. Complaint Handling Procedure

5.1 Lodging a Complaint

Sencillo provides multiple channels for lodging complaints:

• Email: complaints@sencillo.finance

• Phone: [Insert Phone Number]

• Post: [Insert Postal Address]

• In-App Feature: A dedicated section in the Sencillo app allows customers to log complaints directly.

Key Requirements:

• Ensure all communications are acknowledged promptly.

• Provide assistance for customers who may have difficulty articulating their complaints due to language barriers, disabilities, or other vulnerabilities.

5.2 Acknowledgment

• Complaints will normally be acknowledged promptly and within five business days of receipt.

• The acknowledgment includes:

  • A reference number for the complaint.

  • Contact details of the person or team handling the complaint.

  • An outline of the next steps and expected resolution timeframe.

• Informal Resolution: 

  • Where a complaint can be resolved to the customer’s satisfaction by the close of the next business day following receipt, the complaint may be treated as resolved informally.

  • In these circumstances Sencillo will issue written confirmation of the resolution and inform the customer of their right to refer the matter to the Financial Ombudsman Service if they remain dissatisfied.

5.3 Investigation

• All complaints, including those received verbally, by email, or through digital channels, are recorded in Sencillo’s complaints register and assigned to a qualified complaints handler.

• The handler will:

  • Gather all relevant information, including correspondence and transaction details.

  • Ensure the investigation is impartial and thorough.

  • Liaise with third parties if the issue involves outsourced services.

5.4 Resolution Timeframes

• A final response is provided within 8 weeks of receiving the complaint.

• If additional time is required, customers are informed of:

  • The reasons for the delay.

  • Their right to escalate the complaint to the FOS.

5.5 Resolution

• The final response includes:

  • A summary of the complaint.

  • Details of the investigation.

  • The decision and rationale.

  • Any remedial action, if applicable.

  • Information on escalating to the FOS.

6. Staff Training

6.1 Sencillo ensures that:

• All staff receive regular training on identifying, recording, and resolving complaints.

• Training includes:

  • FCA DISP rules and timelines.

  • Techniques for effective communication and empathy.

  • Processes for escalating complaints internally or to the FOS.

• A feedback mechanism evaluates the effectiveness of training programs.

6.2 Complaints Oversight

Overall responsibility for oversight of complaints handling sits with the Compliance Officer. The Compliance Officer ensures complaints are managed in accordance with FCA DISP requirements and that appropriate reporting, root cause analysis, and policy updates are implemented where required.

7. Continuous Improvement

• Analysis of Trends: Complaints are reviewed quarterly to identify recurring issues.

• Process Improvement: Recommendations from complaint reviews are integrated into service design and operational procedures.

• Management Oversight: Senior management receives regular Quarterly reports on complaint handling, including resolution rates and trends, Outcomes and lessons learned which will inform updates to policies, procedures, and training.

8. Communication and Transparency

• Customers are informed about their right to complain at all key stages of their interaction with Sencillo.

• Details of the complaints process are made available on:

  • The Sencillo website.

  • Written communications, including contracts and agreements.

9. Monitoring and Reporting

• Complaint Log: Maintains a comprehensive record of all complaints, actions taken, and resolutions.

• Internal Audits: Periodic reviews ensure adherence to this policy.

• Regulatory Reporting: Complaints data is recorded and reported to Sencillo’s Principal Firm in accordance with regulatory reporting requirements and FCA DISP rules.

10. Escalation Process – What to do if you can't reach an agreement

If you are not satisfied with Sencillo’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 Sencillo’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: complaint.info@financial-ombudsman.org.uk

• Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk

11. Vulnerable Customers

Sencillo recognizes the need to provide additional support for vulnerable customers. This includes:

• Identifying characteristics of vulnerability (e.g., financial hardship, health issues, literacy challenges).

• Adjusting communication methods to meet individual needs.

• Offering extended support during the complaint process.

12. Review and Updates

• This policy is reviewed annually or more frequently if required by regulatory changes or internal findings.

• Changes are approved by senior management and communicated to all relevant staff.

Contact Us

Email: hello@sencillo.finance

Address: 20 Wenlock Road, London, England, N1 7GU