Complaints procedure

We have a commitment to you when handling your complaint.

Close Brothers Premium Finance, a trading style of Close Brothers Limited, is committed to providing products and services of the highest standard. Should you feel we’ve fallen short of this, we would like to know so that we can put things right. Your feedback is very important to us and helps improve the service for all our customers.

If you have a complaint

Where you wish to raise a complaint, you may contact us verbally over the telephone or in writing if preferred, using the following contact details:

If you have a complaint

By phone

Our call centre is available to take your calls between the hours of 8.30am and 6pm, Monday to Friday.

You can reach them on: 0333 321 8566

By email

complaintspf@closebrothers.com

By post

Complaints Department, Close Brothers Premium Finance, Wimbledon Bridge House, 1 Hartfield Road, London SW19 3RU

If we can’t resolve the matter straight away

Wherever possible, we will attempt to resolve the matter during your initial telephone call to us, or we may attempt to call you where appropriate. Where a more detailed investigation is required, or we have been unable to speak with you, we will acknowledge your complaint in writing within five working days of receiving it. If we receive a complaint outside normal working hours, it is treated as if it had arrived at the start of the next working day. Where possible, we will provide you with a full response within this acknowledgement letter.

Complaints that require further investigation

We will always try to resolve your complaint as quickly as possible, however sometimes this is not possible. If we do not reach a decision in time to include it in your acknowledgement letter, or it was necessary to carry out additional investigations (e.g. listening to recorded calls or awaiting additional information from your Broker), we will explain why and let you know when we will next contact you.

In the unlikely event that we have not finished investigating your complaint eight weeks after we received it, we will send you a further letter to:

  • Explain why we have been unable to reach a decision
  • Let you know when you can expect our final decision
  • Provide contact details for the Financial Ombudsman Service and explain their service

Our response

Once we have fully investigated the matter, we will write to you confirming our decision, how it was reached and any offer of redress where this is appropriate. Should you be unhappy about our response, you may refer the matter to the Financial Ombudsman Service.

The Financial Ombudsman Service (FOS) is an independent arbitration service provided free for consumers. Should you be dissatisfied with our response you may contact the FOS within six months, using the contact details below:

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial–ombudsman.org.uk

Should you have any questions regarding your complaint or our complaint handling procedures please contact our Customer Services Team on 0333 321 8566 or email us at complaintspf@closebrothers.com

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