Saffron Asset Finance is committed to delivering a high quality of service at all times. However we do accept that occasionally things can go wrong. If you are dissatisfied with any aspect of the service you received from Saffron Asset Finance, we would like to hear from you. Equally, if you are pleased with the services offered, we would like to know about it, as positive feedback or constructive criticism to help improve our services is really important to us.
We reserve the right not to consider a complaint about an event which has occurred more than six years ago. We will confirm with you in writing if your complaint is outside of this time limit.
We also reserve the right not to consider a complaint which has occurred due to the service offered by one of the lenders or businesses we work with to assist you in obtaining finance, in this instance you would need to contact them directly, where their own complaints procedure would need to be followed.
We do need to know the exact nature of your complaint, including why you felt the service we offered did not meet your expectations. In order to resolve it effectively, please provide as much information as possible, enabling us to complete a thorough investigation – hopefully resulting in the best solution for you.
How to make a complaint
You can make your complaint by whichever method is most convenient for you, using the details below;Rutherford House
If you telephone us, the complaint will be raised and we’ll attempt to resolve the issue immediately for you. If you are not satisfied, we will investigate the complaint further and contact you again to discuss this.
If your complaint is received by us in writing via letter or email, we will contact you within 5 working days to inform you if we have been able to resolve your complaint, or if further investigation is required.
If a full response can not be provided within 5 working days, you will be updated of the progress made and you will be provided with the contact details for the member of staff dealing with your complaint.
If you are still unhappy
If you feel your complaint has not been satisfactorily dealt with, or if we’ve been unable to send you a response within 8 weeks, you can contact the Finance Ombudsman Service.
Their Details are:Financial Ombudsman Service
The Finance Ombudsman Service will only consider your complaint once you’ve tried to resolve it directly with us, or if they obtain our permission to get involved at an earlier stage.
You must register your complaint with the Financial Ombudsman Service within 6 months of the date on your final response from Saffron Asset Finance, or if you haven’t received a final response, 6 months from the date that you raised to complaint. We will not consent to the financial ombudsman considering any complaint which is referred to them after this six-month period has elapsed, nor will we consent to them considering any complaint about something which has occurred more than six years ago or which you became aware of more than three years ago.