Complaints

Most customers will never have to read this far, but if something does go wrong, then we want to sort it out straight away.

Here we explain how we deal with complaints and what you can do if you think your complaint has not been resolved.

Tell us about your complaint

If you have a complaint or are unhappy about any aspect of our service then we would like to hear from you. You can contact us by telephone on 01332 300300, email complaints@assetfinancearena.co.uk or write a letter to us at: Asset Finance Arena, 16a Prime Enterprise Park, Prime Parkway, Derby DE1 3QB.

We will review your reasons and contact you within two working days with an update or an answer. Although we resolve the majority of our complaints within a few days, we may take up to eight weeks to thoroughly investigate any finance-related complaints before issuing our response.

What if I'm not happy with the outcome of my complaint?

If you’re unhappy with the outcome of your complaint and have any additional information, please contact us. We will investigate again, taking any new information into account.

Should you wish to take your complaint further after our investigations, you can ask the Financial Ombudsman Service to look into it for you. The Ombudsman does not govern issues such as customer service so they may not be able to assist in all queries.

You can contact the Ombudsman once our final response letter has been issued but you'll need to contact them within six months of our final response letter – and they'll ask to see the letter for details on our investigation.

The Financial Ombudsman Service is a free, independent service that looks into disputes between financial businesses and their customers. You can find out more or contact them directly at: http://www.financial-ombudsman.org.uk

If the matter relates to customer service or a vehicle issue, the Financial Ombudsman Service will not be able to help. Please Contact Us via the form below for assistance.

Asset Finance Arena opening hours

Monday to Friday - 9am to 5pm
Weekends - Closed