Complaints

Complaints Procedure

We have a commitment to you when handling your complaint.

Central Asset Finance is committed to providing products and services of the highest standard.  Should you feel we've fallen short of this, we would like to know so that we can put things right.  Your feedback is very important to us and helps improve the service for all our customers.

If you have a complaint

Where you wish to raise a complaint, you may contact us verbally over the telephone or in writing if preferred, using the following contact details:

Complaints Manager contact details

Name:                                      Julie Brooks

Telephone:                               01934 845130

Address:                                   Westway House, Sidcot Lane, Winscombe, BS25 1LA    

E-mail:                                      Julie@centralassetfinance.co.uk

Our Procedures

Any complaint verbal or written will be referred to our complaints manager at the earliest opportunity or to a member of the senior management if the complaints manager is unavailable. We will also

• Acknowledge the complaint in writing within five working days
• Give details in our acknowledgement letter of the Financial Ombudsman Service
• Make contact to seek clarification on any points where necessary
• Fully investigate the complaint
• Keep you informed of our progress
• Discuss with you our findings and proposed response

You will receive contact from us advising on progress if we cannot respond immediately. We will let you have our final response as soon as possible and not later than eight weeks.

If we can't resolve the matter straight away

Wherever possible, we will attempt to resolve the matter during your initial telephone call to us, or we may attempt to call you where appropriate.  Where a more detailed investigation is required, or we have been unable to speak with you, we will acknowledge your complaint in writing within five working days of receiving it.  If we receive a complaint outside normal working hours, it is treated as if it had arrived at the start of the next working day.  Where possible, we will provide you with a full response with this acknowledgment letter.

Complaints that require further investigation

We will always try to resolve your complaint as quickly as possible, however sometimes this is not possible.  If we do not reach a decision in time to include it in your acknowledgement letter, or it was necessary to carry out additional investigations, we will explain why and let you know when we next contact you. 

Adviser or Provider

Clients often express dissatisfaction about the product provided.  We will need to establish whether or not your complaint relates to the advice given, the finance agreement or the service or performance of the product provided.  If unclear, this must not delay investigation and we will proceed with our own investigation. The complaints manager will review this matter and take the complaint to the provider if appropriate in consultation with you.

Investigation

The complaints manager will establish the nature and scope of your complaint having due regards to the Financial Conduct Authority's direction:

• Deal with complaints promptly and fairly
• Give complainants clear replies and, where appropriate, fair redress

Final response

Once we have fully investigated the matter, we will write to you confirming our decision, how it was reached and any offer of redress where this is appropriate.  Should you be unhappy about our response if eligible, you may refer the matter to the following alternative dispute resolution entity:

UK Regulated Business:

The Financial Ombudsman Services (FOS) is an independent arbitration service provided free for consumers.  Should you be dissatisfied with our response you may contact the FOS within six months (unless informed otherwise), using the contact details below:

• Financial Ombudsman Service (FOS)
• Address: Exchange Tower, London  E14 9SR
• Telephone: 0800 023 4567 or 0300 123 9123
• Email:  complaint.info@financial-ombudsman.org.uk
• Website: www.financial-ombudsman.org.uk