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 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%)

Complaints Data 2018/19 H1

Firm name: Advantage Finance Ltd.
Parent Company: S&U PLC
Period covered by this data: 01/02/2018 - 31/07/2018
Product/Service grouping Consumer Credit Insurance and Pure Protection
Number of complaints opened 900 26
Number of complaints closed 859 22
Percentage closed within 3 days 15.09% 45.45%
Percentage closed after 3 days but within 8 weeks 71.00% 40.91%
Percentage upheld 53.78% 4.5%
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 900 859 15.09% 71.00% 53.78% Vehicle Issues
Insurance and Pure Protection 26 22 45.45% 40.91% 4.5% Mis-selling

Contextualisation: At the period end, the firm had 73,504 open agreements.
The above data represents 12.60 complaints for every 1,000 agreements (1.26%)