Complaints Policy

At Blackthorn Finance we are always looking for ways to improve our Service to you, that is why we want to know if you are not happy with any part of our Service whether you are a customer or a prospective customer.

Should you wish to raise a complaint at any time, we need fully understand what has gone wrong and get the best possible resolution for you.

To make sure your complaint reaches us as soon as possible, please follow the below steps:

  •  Send an email to: help@blackthorn.finance
  •  Please email us with your account details and as much information as possible

Once received, we will:

  •  Acknowledge your complaint within 3 working days
  •  Investigate your case and any concerns diligently and fairly
  •  If necessary, we will ask for more information to aid our investigation
  •  We will consider all relevant factors and inform you of our final response, explaining our decision and the remedial actions we have taken, if any.

We will look to resolve it within 15 working days or sooner if possible.

Please note that, in some cases, we may take up to 35 business days to provide a final response.

The Financial Ombudsman Service (FOS)

If you are dissatisfied with our response to your complaint, you have the right to contact the FOS, free of charge, but you must do so within six months of the date of our final response letter. If you do not refer your complaint in time, the FOS will not have our permission to consider your complaint and will only do so in very limited circumstances.

The FOS contact details are:

  •  Financial Ombudsman Service Exchange Tower Harbour Exchange Square London E14 9SR
  •  Tel: 0800 023 4567 or 0300 123 9123
  •  Email: www.financial-ombudman.org.uk
Blackthorn Finance Ltd is an authorised payment institution and regulated by the Financial Conduct Authority (FRN 927408) under the Payment Services Regulations 2017 (PSRs). Blackthorn Finance Ltd is registered in England and Wales under number 10024682. Blackthorn Pay Inc. is registered in Canada under the number BC1334854 and regulated by MSB under the number M22784529. Blackthorn Finance Ltd is a partner of Swipe International Ltd. Swipe International Ltd is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (FRN 931540). 

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