We do our best to provide a quality service, but if you do have cause for complaint, we will equally do our best to deal with it to your full satisfaction. To help us do so quickly and efficiently, please contact us with:
- Name and address
- Agreement reference number
- Telephone number if you would like us to call you
- Details of your complaint
Promarine Finance Customers, please contact us at the following address:
Complaints Manager
26-28 Aubrey Street
Hereford
HR4 0BU
Or phone us on: 01432 347788
Or email us at: stuart@marine-finance.org
What you can expect from us
Our aim is to ensure you feel we have handled your complaint fairly and that you are fully satisfied with the outcome. If we cannot resolve your complaint immediately, we will send you a prompt acknowledgement confirming receipt of your complaint, we will undertake a full investigation addressing all the points you raise and will do our best to reply to you with our written response by post within ten business days. If we need more time to look into your complaint, we will:
- Notify you who is personally dealing with it
- Keep you updated on our progress
- Provide a written explanation of the reasons for the delay and tell you when we will respond in full
If you’re still not happy
If we are unable to issue a final response within eight weeks, or you are not happy with our final response for any reason, you may be able to refer the matter to the Financial Ombudsman Service.
For more information:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9 123 or 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk