If you have a complaint
Step one – contact us
The best way to get in touch is to call us and we’ll try to help you immediately. If for any reason we can’t, we’ll do our very best to find a solution for you within three working days and we’ll send you written confirmation of this.
Please see our contact details below.
Premier Asset Finance Ltd, 15 Alva Street, Edinburgh, EH2 4PH
Tel: *
0131 290 2555
Email:
[email protected]
Step two – when and how you’ll hear from us
If we’re able to resolve your complaint within 3 working days, we’ll write to you to let you know. However, if we’re unable to find a resolution within this timeframe, we’ll send you written acknowledgment within 5 working days.
We’ll then carry out a full investigation to help us make an informed assessment of your complaint and keep you updated on progress. And, if we need any more information from you, we’ll be in touch.
You’ll receive our final response within 8 weeks unless your complaint relates to a payment issue. In which case we’ll aim to resolve these within 15 business days, or 35 days in exceptional circumstances. Of course, we’ll try to resolve your complaint as quickly as we can and before these timeframes if possible.
We’ll then send 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 we issue a final response, we’ll keep you informed of our progress. We may also contact you to ask you to provide further information about the issues you have raised.
Step three - if we haven’t resolved your complaint
If after receiving our final response you are still unhappy, you may be able to refer your complaint to one of the following:
They provide a free, independent service to help resolve complaints. And when we write to you with our final response, we’ll let you know if you can refer your complaint, and which of these organisations you should contact if you feel the need to. You must however make sure you contact them within six months from the date of our final response letter.
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
FOS website: financial-ombudsman.org.uk
Finance and Leasing Association
The Compliance Manager
2nd Floor
Imperial House
8 Kean Street
London
WC2B 4AS
Tel: 0207 836 6511
Email: [email protected]