Complaints Handling Procedure

If you have a complaint

While we strive for excellence, we recognize that issues may occur. Should our service fall short of your expectations, please inform us promptly. Every formal complaint is reviewed thoroughly, as your feedback is essential to enhancing our standards and improving future customer experiences.

How to contact us

Please contact us via post, telephone, or email using the details below:

Post: Ipram Asset Finance Ltd, Unit 6 Dalton Court, Commercial Road, Darwen, BB3 0DGTelephone: 01254 949050Email: enquiries@ipramassetfinance.co.uk

What we will do

We endeavor to settle all disputes swiftly. If a resolution is reached within three business days, we will issue a Summary Resolution Communication confirming your complaint is closed.

Should your case require longer investigation, we will send a formal written acknowledgment within five business days, detailing our understanding of the matter. We aim to issue a final response within eight weeks. If we cannot meet this deadline, we will provide a written update explaining the reasons for the delay and informing you of when a final decision can be expected for your specific circumstances.

If you are not satisfied

If our final response does not meet your expectations, or if eight weeks have passed without a decision, you may have the right to refer your case to the Financial Ombudsman Service (FOS) for review.

Financial Ombudsman Service

The Financial Ombudsman Service provides a free, impartial mechanism for settling disputes between financial institutions and consumers. You must submit your case to them within six months of receiving our final response.

To reach the Financial Ombudsman Service, please use the following details: