GB Asset Finance Ltd strives to present the best service possible to our customers. If you are not satisfied with the service you have received we will aim to find a solution. We can only handle complaints that are based around the service that our company has provided. We are unable to handle complaints about equipment that you have purchased or the service of specific finance companies.
How to make a complaint
You can make a formal complaint by email, post or by phone.
- Post to: Leofric House, 18b Binley Road, Coventry, West Midlands, CV3 1JN
- Email us: enquiries@gbassetfinance.com
- Call us: 01159 699 340
How we handle a complaint
- GB Asset Finance Limited aim to resolve all complaints as quickly as possible. We will consider all the available evidence, the circumstances together with any relevant laws or regulations. We will keep you regularly updated about what is happening and discuss our findings.
- We will contact you within three working days to let you know we are considering your complaint and clarify any points where necessary. 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.
- Sometimes GB Asset Finance Limited are not able to find a resolution within 3 working days. On these occasions we will issue you with an initial response letter which outlines the circumstances of your complaint. We aim to respond to all complainants within four weeks although we have eight weeks from the date of receipt of your complaint to investigate and provide you with our final response.
- Sometimes it can take a bit longer to reach a decision. If it is going to take us more than eight weeks to resolve your complaint, from when you first contacted us, we will update you on our progress and explain why it is still ongoing.
When we have fully investigated your complaint and reached a decision, we will write to you to let you know our final response. This is a detailed letter which will tell you what we have found, what we plan.
If you are still not satisfied
If you are not satisfied with the final decision or if 8 weeks have passed since submitting the complaint you may have the right to refer your complaint to the Financial Ombudsman Service. You must refer your complaint to the Financial Ombudsman Service within 6 months of your initial complaint. To contact the Financial Ombudsman Service:
- Website: www.financial–ombudsman.org.uk
- Telephone: 0800 023 4567 or 0300 123 9123
- Email: complaint.info@financial-ombudsman.org.uk
- Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
