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 anytime,  we need fully understand what has gone wrong and to get the best possible resolution for you.

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

  • Menu > Help & Support > How do I make a complaint?
  • Send an email to: help@blackthorn.finance
  • Please email us with your account details, and as much information about he complaint that you feel you are able to give.

Once received, we will acknowledge your complaint within 3 working days, and we will look to resolve it within 15 working days or as soon as is possible

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 so will only be able to 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 Limited is an authorised payment institution and regulated by the Financial Conduct Authority (FRN 927408) under the Payment Services Regulations 2017 (PSRs).

Blackthorn Finance Limited 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. Registered address is 50 Lonsdale Ave Suite 205 Vancouver, BC, Canada V7M2E6
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