Complaints Procedure

What to do if you have a complaint

We set out to provide the highest level of customer service possible. However, if you ever experience a problem, we will always seek to resolve this as quickly and efficiently as possible. If something has gone wrong please bring this to the attention of any member of staff.

 

Most effective ways to complain:

  • 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 248 3779, 8.30am-5pm Monday to Friday. To call us from outside the UK call +44 131 248 3779. 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 e mail us at customercomplaints@premierassetfinance.co.uk.

We’ll do all we can to resolve your complaint by the end of the next business day. If we can’t do this, we’ll write to you within five working days to tell you what we’ve done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response. We’ll also let you know the name and contact details of the person or team dealing with your case.

Financial Ombudsman Service

If you are still dissatisfied with the final response, you can ask the Financial Ombudsman Service to look at your complaint. They will not look at the case if you haven’t tried to resolve the matter with us directly first or if we haven’t issued our ‘Final Response.’ They will take it if we have taken more than 8 weeks to issue this response. We hope you won’t need to contact the Financial Ombudsman Service but if you do, please find their contact details below:

 

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
LONDON
E14 9SR

Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.co.uk