Complaints Procedure

We see complaints management as integral to providing the best service levels possible and a way to further improve services and systems. Your complaint will be fully investigated by Portman Finance Group and you will be dealt with fairly and promptly.

Complaints Handling Procedure

The following is a summary of how Portman Finance Group deals with complaints:

Complaints should 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.

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.

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 Portman Finance Group will have no further obligation to deal with your complaint in accordance with its complaints procedure.

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

In the unlikely event your complaint remains unresolved within eight weeks; Portman Finance Group will advise you in writing why a final response cannot be provided and when we expect to be able to do so.

Contact

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

By phone: 01604 761 276

By post:

Complaints Officer
Portman Finance Group Ltd
Portman House
300 Pavilion Drive
Northampton Business Park
Northampton
NN4 7YE

By email: complaints@portmanfinancegroup.co.uk

When you write to us, please tell us:

Your name and address, or the name and address of the complainant if you are complaining on someone else’s behalf and your relationship to them.

Your daytime phone number (where we can contact you if we need to) and any times you would prefer us to contact you.

A clear description of your concerns or complaint. Details of what you would like us to do to put things right.

Portman voluntarily complies with the NACFB Code of Practice and a copy is available on request from the NACFB or on its website at the following address: www.nacfb.org.