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Complaints procedure

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
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
Tel: 0207 836 6511
Email: [email protected]

Premier Asset Finance Limited is authorised and regulated as a credit broker (including for consumer credit activity) and not as a lender, by the Financial Conduct Authority. Registered in England, number 06453431. Registered office: 51 Homer Road, Solihull, West Midlands B91 3QJ. Premier Asset Finance Ltd is registered on the Financial Services Register under the 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.