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Complaints procedure

Complaints Handling Procedure

Finance One Limited pride ourselves on our extremely high level of service. Our ethos is to treat all customers fairly and to exceed your expectations at every level. Should the occasion arise where you feel unhappy with the service you receive from us we would like to know. We take all complaints seriously and aim to resolve any complaint quickly and to your satisfaction. 

This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.

If you have a complaint:

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone or in writing and your complaint will be resolved by the appropriate person in the shortest possible time. To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance contact the department with which you have been dealing.

Stage 1: We will try to resolve your complaint immediately;  Most difficulties can be resolved at an early stage by talking informally with your Account Manager on 01277 284222, however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing providing our findings and the action to then take.
Stage 2: In the unlikely event that your initial complaint is not resolved by your Account Manager,  you may wish to register a complaint to The complaints Manager.

To register a complaint contact us by either:
email complaints@finance1.co.uk
calling The Complaints Manger on 01277 284 222 .  We may send you a complaints form by email or post
or write to The Compaints Manager,  Finance One Ltd, Unit 24 Essex Technology & Innovation Centre, The Gables, Fyfield Road, Ongar, Essex CM5 0GA.

If you have a regulated contract with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service's explanatory leaflet.

If you have any questions in relation to our Complaints Handling Procedure, please contact us in writing at the address on the contact page of our website.

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