Complaints Procedure
Walbrook Asset Finance Limited aims to ensure that all our clients are given the best possible service. However, we recognise that sometimes we may not always get it right and when this happens, we aim to resolve your complaint promptly.
We are keen to understand what has gone wrong so please talk to us as soon as possible and we will do our best to find a solution.
Making your complaint
If you are not satisfied with any aspect of our products or services, please let us know by providing the following information so that we can investigate and resolve your complaint:
- Your name and address
- Your contact details and any times you would prefer us to contact you
- Details of your concerns including additional information and copies of any relevant documentation
You can contact us via our outsource service provider, Investec Asset Finance, using the following details:
In writing:
Investec Asset Finance PLC
Reading International Business Park,
Berkshire
RG2 6AA
Email:
iafcomplaints@investec.co.uk
Telephone:
+44 (0) 330 123 9613
Once you have made your complaint
It is our policy to ensure all clients are treated fairly and sympathetically and to resolve all complaints as quickly as possible. If you have made the complaint verbally, we will confirm our understanding of your complaint in writing. All complaints will be acknowledged within 5 business days of receipt.
All complaints we receive are registered and monitored by an appointed person(s) to ensure that you are kept informed on a regular basis and that a final response is sent as soon as possible.
Having completed our investigations we will send you a final response letter. The final response letter will explain:
- The outcome of our investigations
- How you can pursue the matter further with us if you are unhappy with the outcome
If our investigation has not been completed within 8 weeks of receiving the complaint, we will inform you in writing that the investigation is not complete, explaining the reasons why, and the likely outcome date for completion.
Should you be dissatisfied with the handling of your complaint at any time, please let us know via the contact details above. The Complaints Manager will investigate the matter and ensure a response is sent as soon as possible.
Unhappy with the outcome?
If you are not satisfied with the outcome, you may have the right to contact the Financial Ombudsman Service (FOS) within six months of the date of the final response letter or 8 weeks after the complaint was received by us. The FOS was set up to review unresolved complaints from personal clients or from small businesses.
In writing:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone:
0800 023 4567
Website:
www.financial-ombudsman.org.uk
Complaints to the Finance Leasing Association
Walbrook Asset Finance Limited is a member of the Finance Leasing Association (FLA). If you believe that we have failed to meet the standards of the FLA’s Business Finance Code, they also offer a complaints service. To raise a complaint, please complete the Business Finance Code Complaints form, available at the bottom of the FLA website and email to business.finance@fla.org.uk.
