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Complaints Policy

Complaints Policy


If You have a complaint:

At Straights Global Limited trading as STRAIGHTS our aim is always to provide the best service possible to all of our customers. We welcome feedback both positive and negative if it helps to improve the service we provide. It is important to us that these are dealt with objectively, fairly and within an acceptable time frame.

The following procedure explains how we deal with complaints, our commitment to you and what redress you have if you think your complaint has not been resolved to your satisfaction.

If you have a complaint about any aspect of our service, then we would like to hear from you.

How to register a complaint:

In the first instance you can contact us by telephone or in writing. The most appropriate person will handle your complaint in the quickest possible time, and we aim to acknowledge your complaint within 3 working days (sooner where possible).

Our initial complaints contact details are:

Phone: 0333 7335050

Email: hello@straights.com

Address: STRAIGHTS, Floor Two International House, Wakefield, WF2 8EF


What information do we need to address your complaint:


To help us investigate and resolve your issue as quickly as possible please provide the following information:


  • Your full name and preferred contact details
  • Full details of your complaint
  • Copies of relevant paperwork
  • Where applicable, photographic evidence of any complaint relating to damage/defects
  • What you expect us to do to put things right
  • Any other information which you believe may be relevant


Our aim will be to send you a written acknowledgement within 3 days of receiving your initial complaint. We then look to provide a final written response as soon as possible but no later than eight weeks as required by the Financial Conduct Authority.



Regulated activity complaints:


If your complaint is regarding a regulated consumer credit contract and the way you were sold finance, please be aware that as an appointed representative we will forward your complaint to the principal firm Space DP Limited, who will handle and manage your complaint directly and in accordance with FCA regulations.

The Principal Firm Space DP Limited can be contacted using the following methods:

Tel: 01924 565955

Email: finance@spacedental.co.uk

Writing: Space DP Limited, International House, Wakefield WF2 8EF


What to do if you are not happy with the decision?


If you have a regulated consumer credit contract arranged by us and are not satisfied with the final response, you may be eligible to refer the matter to the Financial Ombudsman, who provide a free, independent service for dealing with unresolved disputes. Please note, The Financial Ombudsman will not consider your complaint until you have allowed us eight weeks to respond.


Financial Ombudsman Service:


Contact to the Financial Ombudsman Service (FOS) must be within six months of the final response. In the final response, a copy of the Financial Ombudsman Service’s explanatory leaflet will be provided.

We will co-operate fully with the Ombudsman in resolving any complaints made against us and agree to be bound by any awards made by them.

You can contact the financial Ombudsman at the following address:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Tel: 0800 023 4567 (free for most people from a fixed line) or 0300 123 9123 (cheaper for those calling using a mobile) or 020 7964 0500 (if calling from abroad)

Email: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Straights is a trading name of Straights Global Limited, our FCA registration number is 1015518. Straights Global Limited is an Appointed Representative of Space DP Limited who are authorised and regulated by the Financial Conduct Authority, firm reference number 1012302. Space DP Limited is the broker and not the lender and only offers credit products from Secure Trust Bank PLC trading as V12 Retail Finance. The permissions of Space DP Limited as a Principal firm allow Straights Global Limited to undertake credit broking. *Credit provided subject to age and status. Minimum spend applies. Not all products offered by Secure Trust Bank PLC are regulated by the Financial Conduct Authority.

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 the lender and will introduce businesses to V12 Retail Finance Limited for which they will receive a commission. The amount of commission will vary depending on the product chosen and amount borrowed.

Not all products offered by Secure Trust Bank PLC are regulated by the Financial Conduct Authority.

SV12 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. Telephone calls are recorded for training and compliance purposes 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 the lender and will introduce businesses to V12 Retail Finance Limited for which they will receive a commission. The amount of commission will vary depending on the product chosen and amount borrowed. 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. Telephone calls are recorded for training and compliance purposes.

Representative Example: Total amount of Credit £1,196.00. Total charge for credit £472.60. Total Amount Repayable £1,668.60. Repayable by 60 monthly payments of £27.81. Representative 14.9% APR. Example based upon treatment costing £1,196.00 repayable over 60 months. Acceptance is subject to status. Terms and conditions apply.

Space Dental also offers an alternative second line finance offering in terms of an interest bearing credit facility through Snap Finance Ltd at Representative 29.9% APR if declined first line finance. Snap Finance Ltd act as the lender. Credit Subject to Status. Terms and conditions apply. Snap Finance Ltd is a company registered in England and Wales. Registered Number 08080202. Registered address: Snap Finance Ltd, 1 Vincent Avenue, Crownhill, Milton Keynes MK8 0AB.

Any promotion and/or advertisement for credit facilities made on this website do not reference Snap Finance Ltd. Customers will only be offered Snap Finance at the discretion of Space Dental.