Aston Commercial Finance Limited Complaints Procedure

Policy Owner Accountable Executive
Martine Catton Martine Catton

 
Version Approval Date
V3.0  

 

 

HOW WE HANDLE YOUR COMPLAINT

Aston Commercial Finance Limited is committed to providing high-quality services to all our customers. However, we appreciate we may not always get it right. If a problem occurs, we strive to address complaints promptly and effectively.

 

CONTACT US

The best way to contact us is to call or email us, and we will try to resolve your complaint within three working days:

  • By telephone: 01280 505960
  • By email to: en*******@********co.uk
  • By post to: Aston Commercial Finance Limited, Unit 1, Pavilion Business Park, Royds Hall Road, Leeds, LS12 6AJ

 

WHEN AND HOW YOU WILL HEAR FROM US

If we can resolve your complaint within three working days, we will send you written confirmation of this in the form of a summary resolution letter. Where we cannot resolve your complaint within three working days, we will send you a written acknowledgement so that you know we are investigating your concerns.

We will then undertake a full investigation to enable us to make an informed assessment of your complaint. We will keep you updated on our progress and contact you if we need to provide further information regarding the issues you have raised.

We will send you a final response within eight weeks, although we aim to get your complaint resolved well before this time. If we are unable to send you a final response within eight weeks, we will write to you to explain why and keep you updated on progress. The final response will:

  • Let you know the outcome of the investigation
  • If appropriate, advise you of what we intend to do to rectify the problem
  • If we disagree with your complaint, clearly explain why

There may be times when we need to refer all or part of a complaint to a third party. Where this happens, we will aim to do so within five working days, obtaining your consent to do so and providing contact details of the third party.

 

FURTHER INTERNAL REVIEW

If you are still unhappy after you have received our final response, you can ask us for a further internal review. You can do this by contacting us using the contact details above.

Your request will be passed to Martine Catton, or to another suitably senior person who has not been involved in your complaint, where appropriate. They will look at your continuing concerns, the investigation we carried out and whether we should take any further action. We will tell you the outcome in writing. Asking for a further internal review does not affect any legal rights or other remedies you may have.

All records will be kept for a period of six years.