ALL EQUIPMENT FINANCE LTD COMPLAINTS POLICY
Introduction
All Equipment Finance are committed to providing products and services of the highest standard. If for any reason, you feel you are not entirely satisfied with any aspect of our service, please let us know straight away.
How to make a Complaint
A complaint can be made in many forms, via telephone call, email or by post are standard. Below are our contact and Registered Office details;
Address: All Equipment Finance Limited, Stoneleigh Abbey Mews, Kenilworth, CV8 2LF
Contact Number: 01926 935 200
Email: sales@allequipmentfinance.co.uk
We ask that you include;
- Your name and address.
- Your agreement number / reference number / policy number as appropriate.
- Details of how we can contact you.
- A clear description of your complaint and whether any 3rd party is involved.
- Details of what you would like us to do to resolve your complaint.
- If appropriate, copies of any relevant supporting documentation.
What we will do
Any complaint, verbal or written, will be referred to a senior manager at the earliest opportunity. We will:
- Contact you within 5 working days to let you know we are considering your complaint and clarify any points where necessary.
- Fully investigate the complaint using all the available evidence, the circumstances, relevant laws or regulation, as well as guidance from the Financial Ombudsman Service where applicable.
If we can resolve your complaint within 3 working days, we will send you a Summary Resolution Communication. This is a written confirmation, which confirms that you made a complaint and that we now consider the matter resolved.
If we cannot resolve your complaint within 3 working days, you will receive contact from us advising on progress and we will let you have our final response as soon as possible and not later than eight weeks after the initial complaint. Our final response will be a detailed letter that will tell you what we have found, what we plan to do and how we came to our decision.
If you subsequently decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to the Financial Ombudsman Service, dependent upon the circumstances surrounding the case.
Other Action
If you subsequently decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to the Financial Ombudsman Service dependent upon the circumstances surrounding the case.
Financial Ombudsman Service contact details are:
Address: The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR
Consumer helpline: 0800 023 4567 or 0300 123 9123
Switchboard: 0207 964 1000 Fax: 0207 964 1001
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Please be aware of the European Commission’s Online Dispute Resolution platform (ODR) which allows you to make a complaint about online purchases through the platform. This platform may be used to facilitate resolution of disputes and sits alongside our existing complaints procedure.
Privacy Policy last updated 16th February 24