Asset Finance | Simplifying Business Equipment Hire | Debt Management
Complaints Procedure
Sterling Asset Finance (UK) Limited is now part of the 1pm plc Group of companies. We believe we have excellent products and are committed to providing you with first-class customer service. However, we do understand that things don’t always go smoothly. If you are dissatisfied with the products or service that we have provided to you, we are very keen to hear about it.
To help resolve your complaint quickly and efficiently, we recommend that you forward your complaint to our dedicated Complaint Management team using the contact information below:
Write to us at:
Complaints Department
Sterling Asset Finance (UK) Limited
2 Stone Cross Court
Yew Tree Way
Golborne
Warrington
WA3 3JD
Email us at:
customer.complaints@academy-leasing.co.uk
Call us on:
01942 408520
When emailing, writing, or calling us please provide the following information:
- Your full name, company name and contact details
- Your agreement details (if held)
- Full details of your complaint along with any supporting paperwork
- Your preferred outcome
We aim to resolve all complaints within 3 working days, however this is not always possible as some complaints will require detailed investigation before we can give you a final decision.
The following timescales explain the maximum time that we will take to consider your complaint. These are set by the Financial Conduct Authority (FCA) who regulate the mortgage, consumer credit and insurance markets. Even though your agreement may not be regulated by the FCA, we handle all complaints according their timescales as part of our continued commitment to provide you with excellent customer service in all circumstances. Please rest assured, we always aim to resolve complaints as quickly as possible and most complaints are resolved the same day.
If we cannot resolve your complaint within 3 working days, we will:
- Acknowledge the complaint within 5 working days
- Send a final response within 4 weeks of receiving the complaint or explain why it will take longer to resolve your complaint in a holding letter
- Send a final response within 8 weeks of receiving the complaint or, if we are unable to resolve the complaint within this timescale, explain to you when we will be able to resolve it and signpost you to a third-party adjudicator for independent assessment
We aim to resolve all complaints to your absolute satisfaction, however, should you remain dissatisfied, you may be able to refer your complaint to a third-party adjudicator for independent assessment. The Financial Ombudsman Service (FOS) is an independent body run by the Government for customers who fall under FCA Regulation. The Time Finance Group also subscribes to other voluntary trade association resolution services who can help achieve a resolution if you are not eligible to contact the FOS. We promise to assist all third-party adjudicators in their investigation and make available to them all relevant paperwork that may have an impact on their recommendation.
Details of the adjudication services are listed below, and we will confirm in our final response letter which one applies to you.
Financial Ombudsman Service
https://www.financial-ombudsman.org.uk/
0800 023 4567