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Complaints Procedure

The best way to get in touch is to call us, and we’ll try to resolve the issue immediately. If for any reason we can’t, we’ll do our very best to find a solution for you within three working days. You can find details of how to contact us below.

  • Inform your usual contact at Premier Asset Finance, make sure they know about your complaint and tell them how you think it could be resolved.
  • Call our Head Office on 0131 290 2555, 8.30am-5pm Monday to Friday. To call us from outside the UK call +44 131 290 2555. We’re closed on all bank holidays.
  • Alternatively, you can write to us at:
    Premier Asset Finance Ltd, 15 Alva Street, Edinburgh EH2 4PH or email us at [email protected].

When and how you’ll hear from us
If we are able to resolve your complaint within three working days, we will send you written confirmation of this.

Where we cannot resolve your complaint within three working days, we will send a written acknowledgement within five working days. We will then undertake a full investigation to enable us to make an informed assessment of your complaint.

We will send you a final response within eight weeks, which will:

  • Let you know the outcome of our investigation
  • If appropriate, advise you of what we intend to do to rectify the problem
  • If we disagree with your complaint, clearly explain the reason why

Throughout the eight week investigation, or until a final response is issued, we will keep you informed of our progress and we may contact you to ask you to provide further information regarding the issues you have raised.

Referring your complaint
After our investigation, if you’re still unhappy with our response to your complaint, you may be able to refer it to the Financial Ombudsman Service. They provide a free, independent service to help resolve complaints.

Financial Ombudsman Service, Exchange Tower, London, E14 9SR
0800 023 4567
www.financial-ombudsman.org.uk

If you decide to refer your complaint after we’ve issued our final response, you should do so within six months of the date on our final response letter.
*Calls may be recorded for training and monitoring purposes

Contact
15 Alva Street, Edinburgh, EH2 4PH
Phone: 0131 290 2555
Fax: 0131 202 0646
Premier Asset Finance Ltd is a credit broker and not a lender, and is authorised and regulated by the Financial Conduct Authority under Firm Reference Number 728589.
We are not an independent financial advisor but we can introduce you to a panel of lenders and their finance products. We will provide details of products available from the lenders we work with without advice or recommendation, and it is for you to decide whether the finance product is right for you.
We do not charge you a fee for our services, however we do receive a commission from the lender if you decide to enter into an agreement with them (either a fixed fee or fixed percentage of the amount you borrow) and different lenders pay different rates.
Premier Asset Finance is a wholly owned subsidiary of Paragon Bank PLC.​