Initial Disclosure Document

This Information relates to the activities undertaken by Robert Dyas Holdings Limited T/A Robert Dyas

The Financial Conduct Authority

The Financial Conduct Authority (FCA) is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you.

Treating Customers Fairly

Our business is committed to treating our customers fairly and ensuring our products and services are suitable for their needs. Treating Customers Fairly (TCF) is a core part of our culture and philosophy and you can review our commitment to it by asking for a copy of our TCF policy statement.

What Products Do We Offer?

We are a credit broker not a lender. We can only introduce you to Klarna Bank AB (FRN 536065) who may be able to assist you with your requirements for regulated finance. We will only introduce you to this lender.

Other Finance Facilities

You may be able to obtain funding for your purchase from other providers and you are encouraged to seek alternative quotations and details of their products by researching on the high street, in the media and online.

What Will You Have To Pay To Us For This Service?

You will not make any payment to us for processing a finance application or for introducing you to a finance provider. All charges that you will pay including, interest, documentation fees or rentals, where applicable, will be clearly shown on the finance agreement.

Commission Disclosure

We do not receive any commission for introducing customers to Klarna Bank AB.

Understanding Our Products and Documents

If you have any health issues, difficulty in understanding information or there any recent life events that could affect your ability to fully understand the information and documentation you are presented with or what your commitments are under the agreement, you should carefully consider the amount of time you require to review the documentation. You should also consider if it is advisable for you to have someone you know, help you make your decision. Please advise us accordingly if this is the case and we can then proceed with your requirements in the most appropriate way.

You should make sure you have sufficient time to assess the information given to ensure the funding option offered is suitable for you and meets your requirements. You should seek further explanations and ask questions if needed to fully understand the documents you are given.

Affordability

You should assess the monthly payments you are required to make throughout the agreement and ensure you are able to meet these obligations and other obligations you already have without suffering undue hardship. If you are aware of any future events that will affect your ability to meet these payments, you should ensure the provider is informed immediately.

Your credit rating could be adversely affected if you do not make payments when due which could make it harder or more expensive for you to access finance facilities in the future.

Who Regulates Us?

Robert Dyas Holdings Limited T/A Robert Dyas is an Appointed Representative of Product Partnerships Limited which is authorised and regulated by the Financial Conduct Authority; registration number 626349. Product Partnerships address is Suite D2 Joseph’s Well, Hanover Walk, Leeds LS3 1AB and their permitted business is to act as a Principal for a network of firms who carry out consumer credit activities.

You can check this information on the FCA register by visiting www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.

What to do if you have a Complaint

If you wish to register a complaint, you can contact us at:

In writing:           Product Partnerships Limited, Suite D2 Joseph’s Well, Hanover Walk, Leeds LS3 1AB

By Phone:           01274 921234

By email:             info@productpartnerships.com

 

The contact details for Robert Dyas Holdings Ltd are: 1 St George’s Road, Wimbledon, London SW19 4DR, complaintsoffice@robertdyas.co.uk

If you would like to know how we handle complaints, please ask for a copy of our complaints handling process. If you can’t resolve a complaint with us, you may be able to refer it to the Financial Ombudsman Service whose contact details are set out below:

In writing:           The Financial Ombudsman Service, Exchange Tower, London E14 9SR

By telephone:    0800 0234567

By email:             complaint.info@financial-ombudsman.org.uk

Website:              www.financial-ombudsman.org.uk

 

Confidentiality and Data Protection
 

Throughout the process of administering services for you we will need to collect personal information from you and pass this information to one or more third party organisations in order for them to supply any services you request. This will include passing this information to Klarna Bank AB to enable them to make a credit decision. These lenders may use your information to conduct an affordability and credit worthiness assessment and will do so using the consent given by you.

This may include sharing your information with credit reference agencies and other companies for use in credit decisions and fraud prevention. For full details of where your information will be sent, and the purpose for doing so, or to cancel your consent for the processing of your personal data, please contact us.

To see our privacy policy, which details how your information will be processed and your rights, please click here.

 

Complaints information for our customers who have purchased a product using our finance facilities

Complaints Office Contact Details

Address: 1 St George’s Road, Wimbledon, London SW19 4DR                     

E-mail:  complaintsoffice@robertdyas.co.uk

 

How Robert Dyas Holdings Ltd T/A Robert Dyas handles complaints
 

We aim to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.

Any complaint verbal or written will be referred to our Complaints Officer at the earliest opportunity or to a member of the senior management if the Complaints Officer is unavailable. Our Complaints Officer is responsible for ensuring that we thoroughly investigate any complaints.

On receipt of a complaint, we will:

  • Acknowledge the complaint promptly
  • Make contact to seek clarification on any points where necessary
  • Fully investigate the complaint
  • Discuss with you our findings and proposed response


We are an Appointed Representative of Product Partnerships Limited (FRN: 626349). Therefore, you have the option of referring your complaint to our principal on the contact details provided below. 

Contact details:

Address:              Product Partnerships Limited

                              Suite D2 Joseph’s Well

                              Hanover Walk

                              Leeds

                              LS3 1AB

Telephone number: 01274 921234

Email address: info@productpartnerships.com

 

Adviser, Provider or Quality of Goods

Clients often express dissatisfaction to their adviser about the product provider, or the quality of the goods. We will need to establish whether or not your complaint relates to the advice given, the advisers service, the service or performance of the product provider, or the quality of the goods. If unclear, this must not delay investigation and we will proceed with our own investigation.

If the complaint is about another party, we will refer details of the complaint to the third party and confirm this course of action to you in writing.

Investigation

The Complaints Officer will establish the nature and scope of your complaint having due regard to the Financial Conduct Authority’s direction:

Deal with complaints promptly and fairly
Give complainants clear replies and, where appropriate, fair redress
 
Complaints Settled within Three Business days – Informal Complaints Process

Complaints that can be settled to your satisfaction within three business days can be recorded and communicated via an informal process.

If a solution to your complaint is proposed and you indicate your acceptance, we will promptly send you a ‘Summary Resolution Communication’, being a written communication from us which:

  1. Refers to the fact that you have made a complaint and informs you that we now consider the complaint to have been resolved to your satisfaction.
  2. Advises you that, if you subsequently decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint back to us for further consideration or alternatively refer the complaint to the Financial Ombudsman Service

In addition to sending you a Summary Resolution Communication, we may also use other methods to communicate the information where:

  1. We consider that doing so may better meet your needs; or
  2. We have already been using another method to communicate about the complaint.

Complaints which cannot be Resolved within Three Business Days

Where the Complaints Officer judges that your complaint cannot be resolved within three business days, or they were unable to resolve your complaint in this period, the formal FCA complaints procedure will be followed. This process requires that we:

  • Send you an initial response letter within five days of receiving your complaint, or immediately on realising the informal complaints handling process will not reach a resolution.
  • Provide you with details of our complaints handling procedures.
  • Fully investigate the complaint and, where necessary, make contact with you to seek clarification on any points.
  • Send you a final response letter as soon as possible, but no later than eight weeks after receiving the complaint, detailing how your complaint has been resolved and if any redress will be offered.

Final Response

Our final response letter will set out clearly our decision and the reasons for it. If any financial redress is offered, a clear method of calculation will be shown, and it will be paid promptly and in full.

We will include details of the Financial Ombudsman Service (FOS) in our final response. If you are not satisfied with the outcome, you may be eligible to refer your complaint to FOS. You must refer the matter to FOS within six months of the date of this letter or the right to use this service is lost.

If we cannot Resolve the Complaint within Eight Weeks:

While we would always aim to complete an investigation within eight weeks, if, for any reason, our investigation is not concluded within this period, our Complaints Officer will write to the complainant again.  We will inform him/her of the reasons for the further delay and advise that if he/she is not satisfied with our progress he/she may be entitled to refer the complaint to the Financial Ombudsman Service.

Closing a Complaint

Where we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed, your complaint will be considered closed.

Where no confirmation has been received from you within four weeks of our final response letter, your complaint may also be considered closed.

Financial Ombudsman Service (FOS)

It is our policy to treat all customers the same, however, only eligible complainants may refer their complaint onto the Financial Ombudsman Service (FOS). Eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to.

 

Eligible complainants are:

  • A consumer
  • Companies within the definition of a microenterprise
  • Charities with an annual income of under £6,500,000
  • Trustees of a trust with assets of under £5,000,000
  • A small business (only an eligible complainant if the conduct took place after the 1st of April 2019)
  • A guarantor

The Financial Conduct Authority complaints rules apply to complaints:

  • made by, or on behalf of an eligible complainant.
  • relating to regulated activity.
  • involving an allegation that the customer has suffered, or may suffer, financial loss, material distress or material inconvenience.

We will co-operate fully, at all times, with FOS in resolving any complaints made against us and agree to be bound by any awards made by FOS.

The contact details for FOS are:

Address:              The Financial Ombudsman Service

                              Exchange Tower

                              London

                              E14 9SR

 

Telephone:          0800 023 4567 (free for most people ringing from a fixed line)

                              0300 123 9123 (cheaper for those calling using a mobile)

                              +44 20 7964 0500 (if calling from abroad)

Email:                   complaint.info@financial-ombudsman.org

Website:              www.financial-ombudsman.org.uk

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