Finsec Limited is a second charge mortgage lender. Formerly known as Northstar Loans Limited we have traded since 2002. Finsec is funded through a combination of private equity investment and high street bank funding which provides a secure financial base to operate from.

Contact

If you are an existing Finsec borrower and have any questions about your loan or are experiencing any difficulties in making your repayments then please contact us right away. Our customer services team are available from 9:00am to 5:30pm Monday to Friday if you wish to telephone us on 0208 731 3087 or email us at customerservices@finsec.co.uk Calls may be recorded for training, monitoring and compliance purposes.

Complaints

At Finsec we try hard to make sure our customers get the best possible service. We are committed to 100% client satisfaction but we accept that sometimes things do not always work out the way we would like. Our customer services team are always on hand to help you and resolve the vast majority of your queries. However if you are not happy with our service we would like to hear about it. That way, we can do something to put it right as soon as possible.

Our Complaints process is designed to be transparent and provide a timely response to your complaint.

How to complain & what happens next?

Please call or email or write to us whichever is quickest or most convenient.

Telephone us on 0208 731 3087. Our customer services team are available from 9:00am to 5:30pm Monday to Friday. Calls may be recorded for training, monitoring and compliance purposes.

By e-mail to customerservices@finsec.co.uk, please note that additional personal information should not be included in this message for security reasons. We will respond by telephone or letter for the same reason;

Or, if you prefer in writing. Please address all correspondence to the Complaints Manager and use the following address:

Complaints Manager
Finsec Ltd
511 Centennial Park
Centennial Avenue
Elstree Herts WD6 3FG

We will acknowledge your complaint as soon as it is received and issue a case reference number. Wherever possible we aim to resolve your complaint by the end of the next business day but if it requires further investigation we will nevertheless aim to have a resolution and issue a response to you within 7 days.

However, if your complaint does require further investigation and it is not possible for us to resolve it within 7 days, we may take up to 8 weeks to responding writing with our final response. We will let you know if this is the case.

Financial Ombudsman Service

Our final response will also include a leaflet about the Financial Ombudsman Service who you may contact if you are dissatisfied in any way with the handling of your complaint. You can also contact them if you have not received a final response from us within 8 weeks. You can find out more about the Financial Ombudsman Service on their website: http://www.financial-ombudsman.org.uk

Contact details for Financial Ombudsman Service are detailed below should you wish to contact them;

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk

Enquiries

For all other enquiries about Finsec please contact us at enquiries@finsec.co.uk

Your home may be repossessed if you do not keep up repayments on a mortgage or any other debt secured upon it