B&Q Finance: Complaints handling process

Our commitment to handling customer complaints relating to B&Q Finance

Many concerns can be dealt with straight away but sometimes it is necessary for us to look into the matters you have raised in more detail. This may take some time and we may need to contact you to discuss the matter further. Once we have concluded our investigation and/or review we will provide you with a written response.

Keeping you informed of progress

Promptly following receipt of your complaint

Once we receive your complaint, we will send you a letter to acknowledge your concerns. This letter will detail the name of the person dealing with your complaint and will set out our understanding of the issues you have raised. We will advise you to contact us further if this is not correct. If we believe that another firm is responsible for the matters to which your complaint relates and is therefore best placed to resolve it, we may forward your complaint to them to investigate. If we do so, we will write to you to let you know and will give you the name of the firm to which we are forwarding your complaint.

Within four weeks from receipt

If we cannot provide you with an answer to your complaint within four weeks, we will write to you explaining why this is the case and when you can expect further contact from us.

Within eight weeks from receipt

We will aim to have completed our investigation and provide you with our final response in relation to your complaint within eight weeks of receipt of your complaint. If we cannot provide you with our response within eight weeks, we will write to you explaining why this is the case and indicate when a response will be sent to you. You will also be advised of your right to take the matter to the Financial Ombudsman Service should you be dissatisfied with our progress or of the outcome of our investigation and our final response.

The Financial Ombudsman Service (FOS)

If you are not happy with our final response to your complaint, if we are unable to resolve your complaint, or if we have not responded to you within 8 weeks of receiving your complaint, you may be entitled to refer it to the Financial Ombudsman Service. We will provide you with full information on how to contact the Financial Ombudsman Service when we provide you with our final response.
Please be aware that the Financial Ombudsman Service will not consider your complaint if B&Q have not first been given the opportunity to resolve it.

They can be contacted in the following ways:

  • Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • Telephone: 0300 123 9 123
  • Email: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service website.