Complaints Procedure
Release My Capital is a trading name of Silverline Autos Limited, authorised and regulated by the Financial Conduct Authority under FRN 937390.
We aim to provide a high standard of service to all our customers. If you are unhappy with any aspect of our service, please let us know. We take complaints seriously and will investigate your concerns fairly, promptly and impartially.
There is no charge for making a complaint.
How to Make a Complaint
You can make a complaint by telephone, email or post.
Telephone: 0333 577 3000
Email: info@releasemycapital.co.uk
Post:
Release My Capital
Silverline Autos Limited
333 Edgware Road
London
NW9 6TD
You can also ask someone else to complain on your behalf. We may need your permission before discussing your account with them.
If you need any additional support or a reasonable adjustment to help you make or progress a complaint, please let us know.
What Happens Next?
We will acknowledge your complaint promptly and investigate it fairly.
We will consider all relevant information and aim to resolve your complaint as quickly as possible.
Complaints Resolved Within Three Business Days
If we are able to resolve your complaint to your satisfaction by the close of the third business day after receiving it, we will send you a written Summary Resolution Communication.
This will confirm that we consider the complaint resolved and explain your right to contact the Financial Ombudsman Service if you later remain dissatisfied.
Complaints Taking Longer to Resolve
If we are unable to resolve your complaint within three business days, we will continue our investigation.
We will aim to provide you with our written Final Response as soon as possible and no later than eight weeks after receiving your complaint.
Our Final Response will explain:
- what we have investigated;
- our findings and decision;
- the reasons for our decision;
- any action or redress we are offering, where appropriate; and
- your right to refer the complaint to the Financial Ombudsman Service if you remain dissatisfied.
If We Have Not Resolved Your Complaint Within Eight Weeks
If we are unable to issue our Final Response within eight weeks, we will write to you explaining why the investigation has not yet been completed and when we expect to provide our response.
We will also explain your right to refer your complaint to the Financial Ombudsman Service.
Financial Ombudsman Service
If you are unhappy with our Final Response, or we have not provided a Final Response within eight weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is an independent service that resolves disputes between consumers and financial businesses. Its service is free to eligible complainants.
Generally, you should refer your complaint to the Financial Ombudsman Service within six months of the date of our Final Response.
You can contact them at:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Alternative telephone: 0300 123 9 123
Website: www.financial-ombudsman.org.uk
Our Commitment
We use complaints and customer feedback to help us improve our products, services and processes.
Where we identify that something has gone wrong, we will consider what action is appropriate to put matters right and to reduce the risk of the same issue affecting other customers.