support
At Exance we do everything we can to provide fair treatment to our customers. If you feel you need any further support, our friendly and knowledgeable team are here to help.
Claims
We are committed to providing an easy, fair, fast and seemless approach to claims handling.
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Accessibility
If you have any additional requirements, from alternative formats to a preferred way of speaking with us, please let us know. We can provide documents in braille, large print or audio format. We can also supply them on different coloured paper.
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Complaints
Exance Services Limited, trading as Exance, is committed to providing a high standard of service. However, we recognise that from time to time things may go wrong. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can investigate and, where appropriate, put matters right.
This page explains how to make a complaint and how we will handle it.
Who can make a complaint
A complaint may be made by, or on behalf of, any individual or business that has received a service from Exance and believes they have suffered (or may suffer) financial loss, material distress, or material inconvenience.
How to make a complaint
You can raise a complaint using any of the following methods:
- By email
- By telephone
- In writing
There is no required format for making a complaint. Any expression of dissatisfaction about our service will be treated as a complaint.
Contact details
Email: info@exance.co.uk
Telephone: 020 8044 9921
Postal address:
Exance Services Limited (trading as Exance)Suite 70,
179 Whiteladies Road
Clifton,
Bristol,
England,
BS8 2AG
Company number: 03366581
Regulatory status
Exance Services Limited is authorised and regulated by the Financial Conduct Authority.
FCA firm reference number: 300804.
What happens next
Once we receive your complaint, we will:
- Acknowledge your complaint promptly, usually within five working days if it cannot be resolved immediately
- Investigate the complaint fairly and impartially, considering all relevant information
- Keep you informed of progress where appropriate
- Provide a written response setting out our findings and any actions taken
Where possible, we aim to resolve complaints quickly and informally. If a complaint is resolved within three business days, we will issue a brief written confirmation of the outcome.
Timescales
We aim to issue a final response within eight weeks of receiving your complaint. If we are unable to do so, we will explain the reasons for the delay and confirm when you can expect our response.
Our final response
Our final response will explain:
- Our decision and the reasons for it
- Whether the complaint has been upheld or rejected
- Any redress or remedial action offered, where appropriate
If we identify that we have made an error or that service standards have not been met, we will take reasonable steps to put matters right.
Escalating your complaint
If you are eligible and remain dissatisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service, which is an independent body.
Financial Ombudsman Service
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567
Address: Exchange Tower, London, E14 9SR
We will provide full details of your right to refer the complaint to the Financial Ombudsman Service in our final response letter, where applicable.
Continuous improvement
We take complaints seriously and use them to help improve our services. Complaints are reviewed to identify themes and underlying causes, with the aim of preventing similar issues in the future.
