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Complaints

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Details on how to make a complaint and the steps we will take.

We’ll do everything we possibly can to handle your complaint and resolve the matter if we can. We will write to you within five working days of receiving your initial complaint to tell you what we’ve done to resolve the problem or to let you know when you can expect a full response. We’ll also let you know the name and contact details of the person dealing with your case.

If we haven’t issued our final response within eight weeks from the date you first raised your complaint, or if you’re dissatisfied with our response, you can ask the Financial Ombudsman Service (FOS) for an independent review if you are deemed eligible to do so – see below for eligibility guidelines. You must do this within 6 months of the date of the final response letter.

Please include your name, address, contact phone number and account number (if relevant) with any correspondence.

*Calls to 03 numbers will cost you no more than a national rate call to 01 or 02 numbers and are part of any free minutes on your call plan. This applies to any type of line including mobile, fixed lines or payphones. Calls may be recorded for training purposes and to improve the service we provide.

For a complaint to be FOS eligible, the complainant must be:

  • a private individual, or
  • a business with less than 10 employees and has a turnover or annual balance sheet that does not exceed €2 million at the time of the complaint, or
  • a charity which has an annual income of less than £1,000,000 at the time of the complaint, or
  • a trust which has net assets of less than £1,000,000 at the time of the complaint

The Financial Ombudsman Service will only consider your complaint once you’ve tried to resolve the issue with us, so please contact us first and we’ll do all we can to help.

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

Tel: 0300 123 9123 or 0800 023 4567

Fax: 0207 964 1001.

Email: [email protected]

Website: www.financial-ombudsman.org.uk

 

Complaints to the FLA

 

If you want to make a complaint with the FLA in regards to our Asset Finance products or services, you may phone them on 020 7836 6511 or obtain the relevant information from this link. To complain to the FLA you must have already exhausted our internal complaints procedure before you notify the FLA. There are two possible ways of complaining to the FLA, either by submitting a complaint online and attaching the additional information or by downloading and completing the form in this link and returning it to the FLA at the following address Finance & Leasing Association, Business Finance Code Enquiries, Finance & Leasing Association Imperial House 15-19 Kingsway London WC2B 6UN.

In the first instance, the FLA will direct your complaint to the Chief Executive of the FLA who will commence the investigation and send a response to you. If you are not satisfied with the response, the FLA will help to reach an agreement until the matter is resolved or until it is decided by the Financial Ombudsman Service or a court.

Please note, you will not be entitled to use the FLA conciliation scheme if your complaint has been decided by the Financial Ombudsman Service or a court.