Customer account queries and complaints
Feedback and complaints procedures
If you would like to provide us with feedback or make a complaint, we have procedures for both outlined below.
Our commitment to you
We recognize the importance of our service to your business, and we are committed to providing you with the highest standards of integrity and professionalism at all times. As a company regulated by the Financial Conduct Authority (“FCA”), we adhere to the principles for businesses as set out by the FCA, and a subset of complaints are covered by the Financial Ombudsman Service (“FOS”). As a member of the Finance & Leasing Association (“FLA”) we also subscribe to the FLA ‘Business Code of Practice’ and a copy of this code is available on request or may be downloaded from the FLA website
Our service standards
Our teams are committed to providing you with a prompt and professional service at all times. Where our service falls short of your expectations, we will work with you to agree a resolution and put things right quickly. Where your complaint involves a third party, we will raise the complaint on your behalf and work with all parties to resolve the issues as quickly as possible.
We treat each complaint separately, as such we will agree the steps and timescales with you when we receive the complaint and keep you informed throughout our investigation.
Would you like to know more?
Our team is always available to answer your questions, please contact us for further information