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COMPLAINTS PROCUDURE




Business Finance Trust, a trading style of Business Finance and Leasing Ltd, is committed to delivering services and products to the highest possible standard. If for any reason, you feel you are not entirely satisfied with any aspect of our service, please let us know straight away so that we can put things right. If this happens, we encourage you to tell us as soon as possible so we can address the issue promptly and fairly.

As an NACFB member, we work in line with the Association’s Code of Practice and continually look for ways to enhance the experience we provide. Your comments and concerns play an important role in helping us improve.
 
If you would like to make a complaint, you can contact us either by telephone or in writing. Please use the details below to reach our team:
 
Telephone:  You can call us between the hours of 9am and 5:00pm, Monday to Friday on: 07764 229 416

Post:
Business Finance and Leasing ltd
Caerau House
Bryn Hir
Penclawdd
Swansea
SA4 3HY 


If we can't resolve the matter immediately
Wherever possible, we will always aim to resolve your complaint during your initial call with us, or we may contact you by telephone if that is the quickest way to address the issue. If the matter requires a more thorough investigation, or if we have not been able to speak with you directly, we will send you a written acknowledgement within three working days of receiving your complaint. Complaints received outside of our normal business hours will be treated as having arrived on the next working day. Where possible, we will provide you with a full response within this acknowledgement letter.

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 to do and how we came to our decision. 

If you are unsatisfied with the outcome of our investigation, the final response letter will explain that you may have the right to refer your complaint to the Financial Ombudsman Service within six months of the final response being issued by Business Finance and Leasing.

The Financial Ombudsman Service (FOS) is an independent body that offers a free and impartial route for consumers to have complaints reviewed. If you remain unhappy with our decision, you can contact the FOS within six months using the details below:
 
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
 
Telephone: 0800 023 4567 or 0300 123 9123
 
 
 
Should you have any questions regarding your complaint or our complaint handling procedures please contact our Complaints Team on 07764 229 416 or email us at complaints@bftrust.co.uk.