The Saifee Foundation of Europe

Complaints Handling Procedure

The Saifee Foundation of Europe

1. Our commitment to you

The Saifee Foundation of Europe (“the Foundation”) is authorised and regulated by the Financial Conduct Authority (FCA) in the United Kingdom to provide Consumer Lending services. We are committed to ensuring that all complaints are handled fairly, consistently, transparently and without unnecessary delay.

We welcome feedback and view complaints as an opportunity to improve our services and better meet the needs of our community.

We are committed to:

  • Treating customers fairly.
  • Resolving complaints promptly and effectively.
  • Communicating clearly and respectfully throughout the complaints process.
  • Learning from complaints to improve our services.
  • Ensuring that complainants are not disadvantaged by raising concerns

There is no charge for making a complaint.

2. Who does this policy apply to?

The Foundation’s lending services are available only to members of our community who qualify as consumers.

For regulatory purposes, a consumer is a natural person acting for purposes outside of their trade, business or profession. Borrowers who meet this definition are generally eligible complainants under FCA rules.

3. What is a complaint?

A complaint is any expression of dissatisfaction, whether made orally or in writing, regarding the Foundation’s products, services, actions or omissions, where a response or resolution is expected.

This may include concerns about:

  • Loan applications.
  • Lending decisions.
  • Customer service.
  • Communications.
  • Administration of loans.
  • Delays or errors.
  • Any aspect of our regulated consumer lending activities.

4. How can you make a complaint?

You may make a complaint through any reasonable means, including:

  • Telephone
  • Email
  • Letter
  • In person

To submit a complaint, please contact:

Complaints Officer:
Kaiyum Khairullah

Address:
Saifee Foundation of Europe
6 Mohammedi Park
Rowdell Road
Northolt
Middlesex
UB5 6AG

Email: a.khairullah@saifeefoundationeurope.org.uk

Telephone: +44 20 8839 0750

To help us investigate your complaint as efficiently as possible, please provide:

  • Your full name.
  • Contact details.
  • Any relevant loan or account reference number.
  • A clear description of your complaint.
  • Relevant supporting documentation.
  • Details of the outcome you would like to achieve.

5. Accessibility and additional support

We are committed to ensuring that all customers can access our complaints process.

If you require information in an alternative format, need assistance communicating with us, or require any reasonable adjustment during the complaint process, please let us know and we will do our best to accommodate your needs.

This policy is available upon request in alternative formats.

6. What happens when we receive your complaint?

Upon receiving your complaint, it will be referred to the Complaints Officer as soon as possible. If the Complaints Officer has been involved in the matter that is the subject of the complaint, the complaint will be assigned to another suitably senior individual to ensure an independent review.

We aim to acknowledge receipt of your complaint within five business days.

Our acknowledgement will include:

  • Confirmation that we have received your complaint.
  • The name and position of the person handling your complaint.
  • Details of our complaints process.
  • Any further information required from you.

7. Investigating your complaint

We will investigate your complaint:

  • Competently.
  • Diligently.
  • Impartially.
  • In accordance with FCA requirements.

During our investigation we may:

  • Review relevant documentation.
  • Examine our records and systems.
  • Speak with individuals involved in the matter.
  • Request further information from you where necessary.
  • Seek professional or regulatory guidance where appropriate.

We will assess whether:

  • We have acted fairly.
  • An error has occurred.
  • Corrective action is required.
  • Compensation or other forms of redress are appropriate.

Where appropriate, we will seek to provide fair compensation for any loss, inconvenience or distress for which the Foundation is responsible.

8. Keeping you informed

We will keep you appropriately informed of the progress of our investigation.

Providing information promptly and responding to requests for clarification will help us resolve your complaint as quickly as possible.

9. Our response times

Complaints Resolved Quickly

Where a complaint can be resolved promptly, we may issue a Summary Resolution Communication.

This communication will:

  • Acknowledge your complaint.
  • Confirm that we consider the matter resolved.
  • Explain your right to refer the complaint to the Financial Ombudsman Service (FOS) if you remain dissatisfied.
  • Explain the relevant referral timescales.
  • Provide information on how to contact the FOS.

Complaints Requiring Further Investigation

If we are unable to resolve your complaint quickly, we will provide a Final Response within eight weeks of receiving your complaint.

If we are unable to provide a Final Response within eight weeks, we will write to you explaining:

  • Why we are not yet able to conclude our investigation.
  • What further work remains outstanding.
  • When we expect to provide our Final Response.

We will also explain your rights to refer the matter to the Financial Ombudsman Service.

10. Financial Ombudsman Service

If you are dissatisfied with our Final Response, or if eight weeks have passed since you submitted your complaint and you have not received a Final Response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is an independent service established to resolve disputes between consumers and financial services firms.

You must normally refer your complaint to the FOS within six months of the date of our Final Response.

Financial Ombudsman Service Contact Details:

Address: Financial Ombudsman Service, Harbour Exchange Square, London, E14 9SR

Telephone: 0800 023 4567

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

Website: https://www.financial-ombudsman.org.uk

The Foundation will provide a copy of the FOS explanatory leaflet or a link to it whenever required by FCA rules.

11. Financial Conduct Authority

The Foundation is authorised and regulated by the Financial Conduct Authority in relation to its consumer lending activities.

While the FCA sets the rules that govern how complaints must be handled, it does not investigate individual complaints. Consumers should raise complaints with the Foundation in the first instance and, if necessary, the Financial Ombudsman Service.

12. Consumer Duty

The Foundation is committed to delivering good outcomes for customers and will consider the principles of the FCA Consumer Duty throughout the complaints handling process.

We will seek to ensure that:

  • Customers receive fair treatment.
  • Communications are clear and understandable.
  • Complaints are handled fairly and promptly.
  • Appropriate remedial action is taken where required.

13. Learning From Complaints

The Foundation recognises complaints as an important source of feedback.

We regularly review complaints to:

  • Identify trends and recurring issues.
  • Improve customer experience.
  • Enhance policies and procedures.
  • Strengthen internal controls.
  • Improve service quality.

Where appropriate, lessons learned will be incorporated into staff training and governance processes.

14. Governance And Oversight

Responsibility for complaints handling sits with senior management.

The Board of Trustees receives appropriate management information regarding complaints and reviews complaints handling arrangements periodically to ensure they remain effective, fair and compliant with applicable regulatory requirements.

15. Record Keeping

The Foundation maintains records of complaints received and the actions taken to resolve them in accordance with legal, regulatory and business requirements.

Complaint records may be used for:

  • Regulatory reporting.
  • Internal governance reviews.
  • Service improvement initiatives.
  • Risk management activities.

16. Data Protection And Confidentiality

Any personal data supplied during the complaints process will be processed in accordance with applicable UK data protection legislation and the Foundation’s Privacy Policy.

Information provided in connection with a complaint may be shared, where appropriate and lawful, with:

  • Regulatory authorities.
  • The Financial Ombudsman Service.
  • Professional advisers.
  • Auditors.
  • Insurers.

Such information will only be shared where necessary to investigate, administer or resolve a complaint, or to comply with legal or regulatory obligations.

17. When is a complaint closed?

We will regard a complaint as closed when:

  • A Final Response has been issued;
  • You have confirmed in writing that you accept an earlier resolution;
  • The Financial Ombudsman Service notifies us that the complaint has been concluded or closed.

18. Questions

If you have any questions about this Complaints Handling Procedure or the progress of a complaint, please contact:

Email: a.khairullah@saifeefoundationeurope.org.uk

Telephone: +44 20 8839 0750

Final Statement

The Saifee Foundation of Europe is committed to resolving complaints fairly, promptly and transparently. We value feedback and continually seek to improve our services, processes and customer experience through the lessons learned from complaints.