Complaints Procedure

We always strive to ensure that things go well and as expected, however if things don’t then we are committed to finding the right solution. Your complaint will be fully investigated by Activate Business Finance Limited and you will be dealt with fairly and promptly.

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Complaints Handling Procedure

Complaints will be managed quickly and fairly. Where possible, complaints will be resolved within 3 business days using the Early Resolution Procedure. For a complaint to be regarded as resolved we must be satisfied that your complaint has been addressed and resolved to your satisfaction. If this is the case, we will close the complaint and provide you with a Summary Resolution Letter confirming the details and contact information for the Financial Ombudsman Service should you subsequently decide that the resolution is not satisfactory.

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If it is not possible to resolve your complaint through the Early Resolution Procedure, you will be sent an acknowledgement in writing as soon as possible, and at the latest after 5 business days. Your complaint will be referred to senior management, who will investigate the complaint promptly, thoroughly and impartially.

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If your complaint refers to the actions of a third party, that party will be asked to investigate and report back. If this occurs, you shall be notified of this and kept updated. In some circumstances where the third party is solely responsible for the complaint, the complaint will be referred to the third party who will respond directly to you. We will notify you in writing that the complaint has been referred. In these circumstances Activate Business Finance Limited will have no further obligation to deal with your complaint in accordance with its complaints procedure.

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You will receive a response as soon as possible, and in any event, within 8 weeks of complaint receipt.

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In the unlikely event your complaint remains unresolved within eight weeks; Activate Business Finance Limited will advise you in writing why a final response cannot be provided and when we expect to be able to do so. Details of the Financial Ombudsman Service will be provided. This will enable you, if you wish; to refer your complaint to the Financial Ombudsman Service should you be dissatisfied with the delay or the handling of your complaint.

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Contact

Here is how you can contact us should you have a complaint:

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By phone: 01908 112800

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By post:

Complaints Officer

Activate Business Finance Limited

14-15 Coopers Court

Coopers Yard

Newport Pagnell

MK16 8JS

 

By email: info@activate-finance.co.uk

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Independent Review of your Complaint

Should you be dissatisfied with our final response, you may, if you wish, refer the matter to the Financial Ombudsman Service. Any referral must be made within six months of the date of our final response. The Financial Ombudsman Service provides a free, independent, and impartial service for customers to resolve disputes with financial firms.

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The Financial Ombudsman Services say that they will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

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The contact details for the Financial Ombudsman Service are set out below:

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Financial Ombudsman Service,

Exchange Tower,

Harbour Exchange,

London,

E14 9SR

 

Consumer helpline: 0800 023 4567

Switchboard: 0207 964 1000

Fax: 0207 964 1001

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

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We are members of the NACFB and adhere to the NACFB Code of Practice. Please find further information at: www.nacfb.org/about-us/

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