Complaints Procedure

We see complaints management as integral to providing the best service levels possible and a way to further improve services and systems. Your complaint will be fully investigated by Portman Asset Finance and you will be dealt with fairly and promptly.

Complaints Handling Procedure

The following is a summary of how Portman Asset Finance deals with complaints:

Complaints should be managed quickly and fairly. Where possible, complaints will be resolved within 3 business days using the Early Resolution Procedure. For a complaint to be regarded as resolved we must be satisfied that your complaint has been addressed and resolved to your satisfaction. If this is the case, we will close the complaint and provide you with a Summary Resolution letter confirming the details and contact information for the Financial Ombudsman Service should you subsequently decide that the resolution is not satisfactory.

If it is not possible to resolve your complaint through the Early Resolution Procedure, you will be sent an acknowledgement in writing as soon as possible, and at the latest after 5 business days. Your complaint will be referred to senior management, who will investigate the complaint promptly, thoroughly and impartially.

If your complaint refers to the actions of a third party, that party will be asked to investigate and report back. If this occurs, you shall be notified of this and kept updated. In some circumstances where the third party is solely responsible for the complaint, the complaint will be referred to the third party who will respond directly to you. We will notify you in writing that the complaint has been referred. In these circumstances Portman Asset Finance will have no further obligation to deal with your complaint in accordance with its complaints procedure.

You will receive a response as soon as possible, and in any event, within 8 weeks of complaint receipt.

In the unlikely event your complaint remains unresolved within eight weeks; Portman Asset Finance will advise you in writing why a final response cannot be provided and when we expect to be able to do so. Details of the Financial Ombudsman Service will be provided. This will enable you, if you wish; to refer your complaint to the Financial Ombudsman Service should you be dissatisfied with the delay or the handling of your complaint.

Contact

Here is how you can contact us should you have a complaint:

By phone: 01604 761 276

By post:

Complaints Officer

Portman Asset Finance Ltd

Unit 1 Pavilion Court

600 Pavilion Drive

Northampton Business Park

Northampton

NN4 7SL

By email: [email protected]

When you write to us, please tell us:

Your name and address, or the name and address of the complainant if you are complaining on someone else’s behalf and your relationship to them.

Your daytime phone number (where we can contact you if we need to) and any times you would prefer us to contact you.

A clear description of your concerns or complaint. Details of what you would like us to do to put things right.

Independent Review of your Complaint

Should you be dissatisfied with our final response, you may, if you wish, refer the matter to the Financial Ombudsman Service. Any referral must be made within six months of the date of our final response. The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial firms.

The Financial Ombudsman Services say that they will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

The contact details for the Financial Ombudsman Service are set out below:

Post: The Financial Ombudsman Service

Exchange Tower

London E14 9SR

Telephone: 0800 0234 567

On-line: www.financial-ombudsman.org.uk

We are members of the Finance and Leasing Association (FLA). If you would like to make a complaint directly to them, you may send your complaint to them at [email protected]

More information can be found at the following:

https://www.fla.org.uk/business-information/how-to-make-a-complaint/

As a first step, the FLA will refer your complaint back to us to review and respond. If you are still not satisfied, the FLA will try to conciliate up to the time the matter is resolved or is decided by the Financial Ombudsman Service or a court.

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.

Portman Asset Finance voluntarily complies with the NACFB Code of Practice and a copy is available on request from the NACFB or on its website at the following address: www.nacfb.org.

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