Complaints

Our aim is always to provide an exceptionally high level of service to all of our customers. If you feel we have not met your expectations, it is important to us that your complaint is handled fairly, objectively, and quickly.

This page explains how we handle complaints, our commitment to you, and how you can escalate your complaint if you are not satisfied with our response.

How to Tell Us If You Have a Complaint

If you are unhappy with any part of our service, please get in touch with us by phone, email, or letter.

Write to us: Sure Finance, 89 Seaward Street, Glasgow, G41 1HJ
Email us: info@sureleisurefinance.co.uk
Call us: 0161 563 0807

Information We Need to Help You

To help us investigate and resolve your issue as quickly as possible, please provide the following details when you contact us:

Your full name and preferred contact details
Your finance application reference number, holiday park name, or pitch number
Full details of what went wrong
Copies of any relevant paperwork or emails
What you would like us to do to put things right

What Happens After We Receive Your Complaint

We will assign your case to a dedicated complaints handler who will investigate the matter impartially.

If we can resolve your complaint to your satisfaction within 3 business days, we will send you a Summary Resolution Communication in writing. This confirms that your complaint has been resolved and explains your right to refer the matter to the Financial Ombudsman Service if you change your mind.

If we cannot resolve your complaint within 3 business days, we will follow this formal process:

We will send you a written acknowledgement within 3 working days of receiving your complaint, along with the name and title of the person handling your case.
We will fully investigate the issue internally and speak with any relevant third-party lenders on our panel if necessary.
We will keep you updated on our progress.
Our aim is to send you our final written response within 10 working days. By Financial Conduct Authority rules, we must send this to you within a maximum of 8 weeks.

Our final response will clearly state our decision, the reasons behind it, and details of any fair redress or compensation we are offering.

What to Do If You Are Not Happy With Our Decision

Sure Finance is an authorised credit broker, not a lender. If your complaint relates to a regulated consumer credit agreement that we arranged, and you are not satisfied with our final response, you may have the right to refer your case to the Financial Ombudsman Service.
You must refer your complaint to the Financial Ombudsman Service within 6 months of the date on our final response letter. The service is completely free and independent.

You can contact the Financial Ombudsman Service using the details below:

Write to them: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR
Call them: 0800 023 4567 or 0300 123 9123
Email them: complaint.info@financial-ombudsman.org.uk
Visit their website: www.financial-ombudsman.org.uk

What our customers say

Super professional staff, supportive, and very efficient. Recommend without hesitation.

Email:	info@sureleisurefinance.co.uk
Tel:	0161 563 0807

Quick Links

Further Info

Important Financial Disclosure

LOANS – Rates from 3.65% variable. We also have a range of plans with rates up to 65.2% allowing us to help customers with a variety of credit circumstances. Representative 8.6% APRC variable.

Representative Example: If you borrow £10,000 over 10 years at an Annual Interest Rate of 5.14% (variable), you would make 120 monthly payments of £122.71. The total amount repayable will be £14,725.20. This includes a lender fee of £495 and a broker fee of £1,000 which are added to the loan balance. The overall cost for comparison is 8.6% APRC representative. Maximum APR 65.2%.

THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT.

Regulatory & Broker Status

Sure Finance is a trading style of The Hub Branding Consultancy Limited. Registered in Scotland. Registered Office: 89 Seaward Street, Glasgow, G41 1HJ. Company Registration Number: SC346006.

Sure Finance is authorised and regulated by the Financial Conduct Authority under Firm Reference Number 816876.

Sure Finance is not a lender but is an authorised credit broker that introduces prospective borrowers to lenders for the purposes of entering into a regulated lending agreement.

Sure Finance does not charge customers an upfront fee for using its credit broker services. However, we receive a commission from lenders or other specialist brokers if a customer successfully enters into a consumer credit agreement following an introduction through this website. This commission variation may occasionally impact the specific product recommended or the ultimate amount payable by the consumer.
.