Complaints Policy

Genesis Capital (Finance & Leasing) Ltd ("Genesis Capital") is a member of the NACFB and adheres to their Code of Practice. Our complaints department will investigate your complaint competently, diligently and impartially.

Firstly, let us know what has happened. You can call us, email us or write to us using the contact details below. We will need to know:

• Your name and address.
• Your agreement number or policy number as appropriate.
• Details of how we can contact you.
• A clear description of your complaint and whether any third party is involved.
• Details of what you would like us to do to resolve your complaint.
• If appropriate, copies of any relevant supporting documentation.

We aim to resolve all complaints as quickly as possible. We will consider all the available evidence and circumstances together with any relevant laws or regulations, keep you regularly updated and discuss our findings with you.

• We will contact you within three working days to let you know we are considering your complaint and to clarify any points where necessary.
• If we can resolve your complaint within three working days, we will send you a Summary Resolution Communication confirming that you made a complaint and that we now consider the matter resolved.
• If we cannot, we will issue an initial response letter outlining the circumstances of your complaint within five working days.
• We aim to respond to all complainants within four weeks, although we have eight weeks from the date we receive your complaint to investigate and give you our final response.
• If it is going to take longer than eight weeks, we will update you on our progress and explain why it is still ongoing.

When we have fully investigated your complaint and reached a decision, we will write to you with our final response. This is a detailed letter telling you what we have found, what we plan to do and how we came to our decision. If you are unsatisfied with the outcome, the final response letter will explain that you may have the right to refer your complaint to the Financial Ombudsman Service within six months of that letter being issued.

The Ombudsman cannot consider a complaint if it is referred:

• more than six months after the date on which we sent our final response, redress determination or summary resolution communication; or
• more than six years after the event complained of, or (if later) three years from the date on which the complainant became aware, or ought reasonably to have become aware, that they had cause for complaint.

We will indicate within our communication whether we consent to waive the relevant time limits set out in the FCA Handbook (Dispute Resolution) where applicable.

Where we identify that a third party may be solely or jointly responsible for the matters disclosed within a complaint, we will forward the complaint to the relevant party without delay and notify you by way of a final response letter. Where we are jointly responsible, we will investigate the element relating to us and respond accordingly. Where we receive a forwarded complaint, we will acknowledge it and apply the standard time limits for a response from the date of receipt.

If you are subsequently dissatisfied with the resolution of the complaint, you may be able to refer it to the Financial Ombudsman Service, the ICO or the NACFB depending on the circumstances of the case. The NACFB suggest trying to resolve the complaint directly with us in the first instance. If a complaint is referred to the NACFB, they will investigate it competently, diligently and impartially; please note the NACFB have no powers or sanction relating to any form of compensation.

• Address: F1, Sandown House, 1 High Street, Esher, KT10 9SL
• Contact number: 020 8288 6258
• Email: data@genesiscapital.co.uk
• Complaints Manager: Nicola Stanley

If you are not satisfied with how we dealt with your complaint, or with our decision, and wish to take it further, you may be able to contact the Financial Ombudsman Service (FOS), provided the complaint concerns a regulated activity or you fall within the classification of an "eligible complainant". Your agreement should be regulated if you are a sole trader, a partnership of two or three persons, or an unincorporated body of persons, and the value of the credit or the amount of payments is £25,000 or less.

• Financial Ombudsman Service, Exchange Tower, London E14 9SR
• Consumer helpline: 0800 023 4567 or 0300 123 9123
• Switchboard: 020 7964 1000
• complaint.info@financial-ombudsman.org.uk — financial-ombudsman.org.uk

Genesis Capital (Finance & Leasing) Ltd is authorised and regulated by the Financial Conduct Authority, firm reference number 679618. Details of our permissions are on the Financial Services Register.