Making a Compliant

Advantage Finance Ltd operates a formal complaints procedure, a copy of which is available here. Where a complaint is unable to be resolved internally, or within statutory timescales, a complainant may be able to ask for the involvement of the Financial Ombudsman Service (FOS). The FOS can be contacted at the following address:

Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR


FOS Website: www.financial-ombudsman.org.uk
For more information on how the Financial Ombudsman Service can help in resolving disputes, please click here

We are required to publish information about customer complaints received by the firm.

Complaints Data 2019/20 H2

Firm name: Advantage Finance Ltd.
Parent Company: S&U PLC
Period covered by this data: 01/08/2019 - 31/01/2020
Product/Service grouping Consumer Credit Insurance and Pure Protection
Number of complaints opened 757 73
Number of complaints closed 726 68
Percentage closed within 3 days 19.70% 66.18%
Percentage closed after 3 days but within 8 weeks 65.29% 33.82%
Percentage upheld 55.92% 5.88%
Main cause of complaints opened Vehicle Issues Mis-selling
Product/ service grouping Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Consumer Credit 757 726 19.70% 65.29% 55.92% Vehicle Issues
Insurance and Pure Protection 73 68 66.18% 33.82% 5.88% Mis-selling

Contextualisation: At the period end, the firm had 87,057 open agreements.
The above data represents 9.53 complaints for every 1,000 agreements

Complaints Data 2019/20 H1

Firm name: Advantage Finance Ltd.
Parent Company: S&U PLC
Period covered by this data: 01/02/2019 - 31/07/2019
Product/Service grouping Consumer Credit Insurance and Pure Protection
Number of complaints opened 619 61
Number of complaints closed 661 62
Percentage closed within 3 days 18.35% 59.68%
Percentage closed after 3 days but within 8 weeks 60.40% 27.42%
Percentage upheld 56.13% 12.90%
Main cause of complaints opened Vehicle Issues Mis-selling
Product/Service grouping Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Consumer Credit 619 661 18.35% 60.40% 56.13% Vehicle Issues
Insurance and Pure Protection 61 62 59.68% 27.42% 12.90% Mis-selling

Contextualisation: At the period end, the firm had 82,334 open agreements.
The above data represents 8.26 complaints for every 1,000 agreements (0.83%)

Complaints Data 2018/19 H2

Firm name: Advantage Finance Ltd.
Parent Company: S&U PLC
Period covered by this data: 01/07/2018 - 31/01/2019
Product/Service grouping Consumer Credit Insurance and Pure Protection
Number of complaints opened 695 48
Number of complaints closed 717 54
Percentage closed within 3 days 15.48% 53.70%
Percentage closed after 3 days but within 8 weeks 58.84% 24.07%
Percentage upheld 52.02% 5.56%
Main cause of complaints opened Vehicle Issues Mis-selling
Product/ service grouping Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Consumer Credit 695 717 15.48% 58.84% 52.02% Vehicle Issues
Insurance and Pure Protection 48 54 53.70% 24.07% 5.56% Mis-selling

Contextualisation: At the period end, the firm had 77,079 open agreements.
The above data represents 9.64 complaints for every 1,000 agreements (0.96%)