How is a complaint defined?
A complaint is any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which:
- Alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
- Relates to an activity of our firm, or of any other firm with whom we have some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.
Complaints we’re able to deal with:
We can only handle complaints about the work, staff and levels of service provided by our company.
We are unable to deal with:
- Complaints regarding the conduct or service of a specific finance company.
- Complaints regarding any equipment you have purchased.
In the event your complaint relates to one of the above we will, where possible, provide you with details of how to contact them directly.
Complaints about Aston Commercial Finance Ltd
In the first place, talk to the person who handled your transaction: that’s usually the quickest way to resolve a problem. If you’re still not satisfied, speak to the complaints department on 01280 505960.
Phone: 01280 505960 (lines are open from 9:00am to 5:00pm Monday to Friday, excluding bank holidays). If that doesn’t solve the problem, you can make a formal complaint to our Complaints Manager.
How to make a formal complaint
You can make a formal complaint by post, online or by phone.
Write to:
Aston Commercial Finance Ltd, Complaints Department
Unit 1, Pavilion Business Park, Royds Hall Road, Leeds, West Yorkshire, LS12 6AJ
Email: info@astoncf.co.uk
Complaints Process – website copy
Our aim is to resolve a complaint within 3 business days day of its receipt. It will be investigated competently, diligently, and impartially. It will be assessed in a fair, consistent and prompt manner and all relevant factors will be taken into account.
If for any reason we are unable to resolve the complaint by the close of business on the 3rd business day of receipt, you will be sent a written acknowledgement within 7 business days of receiving your complaint. The acknowledgment letter will outline the result of the investigation if it has been completed.
If the investigation has not been completed within the stated 3 business days, the acknowledgement letter will outline that we will undertake the following:
- Provide you with regular updates on the progress of the investigation and invite you to contact us at any stage.
- Advise you that if the investigation has not been completed within 8 weeks of our receiving of the complaint, that we will write to you informing you why we are not able to be in a position to fully resolve your complaint. If you are not satisfied with our response and progress, you may refer the matter to the Financial Ombudsman Service.
A copy of the Financial Ombudsman Services explanatory leaflet will be included with the 8 week response letter.
- The letter will also advise you that on full completion of our investigation, we will then write to you informing you of the outcome.
- Upon the completion of the investigation, you will be issued with a written final response letter. The Final Response correspondence will be clear, fair and not misleading and provide you with the following information:
- Details of the investigation
- The outcome of the investigation
- If relevant, the offer of remedial action(s) or the appropriate level of redress (or both) and the basis upon how the calculation has been made.
How your complaint will be investigated
The minimum the investigation will include:
- A full review of the relevant client file;
- Review of any information and /or documents submitted by you.
- If required, we will request further additional information; and
- And if relevant, contact with the relevant provider(s)
If you are not satisfied with our decision and you are a private individual, firm, charity, or organisation with less than a £1,000,000 turnover, you can refer the matter to the Financial Ombudsman Service at: The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR.
If you refer your complaint to the Financial Ombudsman, this should be referred as soon as possible after our final response and within six months.
Before you refer the matter to the Financial Ombudsman, you may contact them to discuss whether your complaint is within their jurisdiction on 0845 080 1800 or you can visit their website https://www.financial-ombudsman.org.uk