Step-by-step finance complaints procedure:
If you’re not completely happy with our financial service we’d like to hear about it so we can do something to put it right.
We do everything we can to make sure our customers get the best products and service possible, however, sometimes we understand that we may not get things right. If this happens, please let us know.
We want to:
- Make it easy for you to tell us what went wrong;
- Give your complaint the attention it deserves;
- Resolve your complaint without delay; and
- Provide you with the right outcome to your complaint
How & Where to complain:
If you are not satisfied with any aspect of our financial service or products you can tell us in the following ways:
In person – call into our stores:
Smmmile Glasgow, 46 Gordon St, Glasgow, G1 3PU / glasgow@smmmile.store
Smmmile Newcastle, 95-97 Grainger St, Newcastle, NE1 5AE / newcastle@smmmile.store
Smmmile Leeds, 1st Floor Equity House, The Bourse, Boar Lane, Leeds, LS1 5EN / leeds@smmmile.store
Smmmile Nottingham, 15A St Peters Gate, Nottingham, NG1 2JP / nottingham@smmmile.store
Smmmile Bristol, 1-4 The Arcade, Broadmead, Bristol, BS1 3JA / bristol@smmmile.store
In writing – write to us via email: glasgow@smmmile.store / newcastle@smmmile.store / leeds@smmmile.store / nottingham@smmmile.store / bristol@smmmile.store
By telephone – call us on:
0141 325 0000 (Glasgow)
0191 691 3000 (Newcastle)
0113 480 0000 (Leeds)
0115 648 8888 (Nottingham)
0117 462 0100 (Bristol)
during our opening hours and ask for the Practice Manager.
How long will it take?
We always aim to resolve complaints in a timely manner and to the satisfaction of all concerned. We endeavour to resolve complaints quickly, through thorough investigation.
Please see time frames below:
- We shall acknowledge your complaint within 3 working days along with a copy of our complaints procedure and advising the customer of their right to refer the complaint to the Financial Ombudsman Service.
- We aim to investigate your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
- If we cannot resolve a complaint within 8 weeks then we will remind complainants of their right to refer their complaint to the Financial Ombudsman Service.
- All complaints received and resolved will be recorded so we are able to identify trends and make the necessary business changes to improve the services to our customers and prevent repeat occurrences.
- If a 3rd party is solely responsible for the complaint or the reasons for the complaint, we will refer the complaint to them within 5 business days and write to the customer to make them aware of this.
- If a 3rd party is jointly responsible for the complaint with us, we will refer the complaint to them within 5 business days, write to the customer to make them aware of this, and then investigate and handle the complaint points relating to us as per our normal process.
If we cannot resolve your complaint:
If we are unable to resolve your complaint within 8 weeks, we will:
- Send you a letter explaining our reasons for the delay and an indication of when we expect to provide our final response.
The Financial Ombudsman Service
Our aim is to resolve all complaints internally. However, if after receiving our final response letter, or if eight weeks have passed, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
If you would like the Financial Ombudsman Service to look into your complaint you must contact them within six months of the date of our final response letter.
The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR
Telephone: 0800 023 4567
Email: complaint. info@financial-ombudsman. org. uk
Further information can be obtained from the Financial Ombudsman Service’s website at https://www.financial-ombudsman.org.uk/
Finance Disclosure
i)
Smmmile Glasgow Ltd, 1/1 46 Gordon Street, Glasgow, G1 3PU. Telephone 01413250000. Smmmile Glasgow Limited is an appointed representative of SRKP Limited trading as Smmmile Glasgow Ltd is a credit broker not a lender and is authorised and regulated by the Financial Conduct Authority 948744. Registered in England & Wales 15900903. Registered Address: 3 Wellington Place, Leeds, LS1 4AP.
ii)
Smmmile Newcastle Ltd, 95-97 Grainger Street, Newcastle upon Tyne, NE1 5AE. Telephone 01916913000. Smmmile Newcastle Limited is an appointed representative of SRKP Limited trading as Smmmile Newcastle Ltd is a credit broker not a lender and is authorised and regulated by the Financial Conduct Authority 948744. Registered in England & Wales 14230137. Registered Address: 3 Wellington Place, Leeds, LS1 4AP.
iii)
Smmmile Leeds Ltd, 1st Floor, Equity House, The Bourse, Boar Lane, Leeds, LS1 5EN. Telephone 01134800000. Smmmile Leeds Limited is an appointed representative of SRKP Limited trading as Smmmile Leeds Ltd is a credit broker not a lender and is authorised and regulated by the Financial Conduct Authority 948744. Registered in England & Wales 14229298. Registered Address: 3 Wellington Place, Leeds, LS1 4AP.
iv)
Smmmile Nottingham Ltd, The Court, 15a St Petersgate, Nottinghamshire, NG1 2JP. Telephone 01156488888. Smmmile Nottingham Limited trading as Smmmile Nottingham Ltd is a credit broker not a lender. Registered in England & Wales 16591469. Registered Address: 3 Wellington Place, Leeds, LS1 4AP.
v)
Smmmile Bristol Ltd, 1-4 The Arcade, Bristol, Somerset, BS1 3JA. Telephone 01174620100. Smmmile Bristol Ltd is an appointed representative of SRKP Limited trading as Smmmile Bristol Ltd is a credit broker not a lender and is authorised and regulated by the Financial Conduct Authority 948744. Registered in England & Wales 14229054. Registered Address: 3 Wellington Place, Leeds, LS1 4AP.
Where required by law, loans will be regulated by the Financial Conduct Authority and the Consumer Credit Act 1974.
Medenta Finance Limited, authorised and regulated by the Financial Conduct Authority No: 715523. Registered in Scotland, No: SC276679. Registered address: 50 Lothian Road, Festival Square, Edinburgh, EH3 9WJ. Tel: 01691
684175. Medenta act as a credit broker, not a lender and will introduce practices to V12 Retail Finance Limited for which Medenta will receive an introduction commission from Secure Trust Bank plc, V12 Retail Finance Limited’s parent company.
V12 Retail Finance Limited is authorised and regulated by the Financial Conduct Authority. Registration number:679653. Registered office: Yorke House, Arleston Way, Solihull, B90 4LH. Correspondence address: 25-26 Neptune Court, Vanguard Way, Cardiff, CF24 5PJ. V12 Retail Finance Limited act as a credit broker, not a lender, and only offers credit products from Secure Trust Bank PLC for which they will receive a commission, the amount will vary depending on the amount of credit taken out but will not vary depending on the product chosen. Secure Trust Bank PLC trading as V12 Retail Finance is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registration number: 204550. Registered office: Yorke House, Arleston Way, Solihull, B90 4LH.
Terms and conditions apply. Written quotations are available on request from Secure Trust Bank PLC. Credit facilities are subject to status and affordability checks and only available to UK residents over the age of 18. Secure Trust Bank PLC reserves the right to decline any application. APR and repayment details are correct at time of publish. Not all products offered by Secure Trust Bank PLC are regulated by the Financial Conduct Authority.
Telephone calls are recorded for training and compliance purposes.
If you have any questions relating to our Terms and Conditions, please email us at admin@smmmile.store
This policy was last updated on Wednesday 22nd October 2025.