Complaints Procedure
Complaints Procedure
At Star Asset Finance Limited we are committed to handling any complaints efficiently and fairly. Star Asset Finance Limited is a group of companies containing Credo Capital Finance Limited, First Capital Finance Limited, Ignition Credit PLC and Kennet Equipment Leasing Limited. This procedure explains how complaints can be reported, how they are resolved and what to do if you remain dissatisfied.
Telling us if something isn’t quite right
Whilst we always endeavour to provide a first class service we recognise that occasionally things don’t go as we had planned, when this happens you can let us know via one of the channels below:
In writing: The Complaints Department, Kennet House, Temple Court, Temple Way, Coleshill, B46 1HH
Email: complaints@starassetfinance.com
By phone: 01675 469 275
How we handle complaints
Acknowledgement
We will acknowledge your complaint promptly, usually within 5 working days, confirming receipt and outlining the next steps.
Investigation
Your complaint will be thoroughly investigated by our Complaint Manager or a senior manager if the Complaint Manager is unavailable. We may contact you for further information to clarify the issues.
Response
We aim to resolve all complaints as quickly as possible and will provide you with a detailed response explaining our findings and any actions we will take.
Timescale
Where possible, we will resolve your complaint within four weeks. If this is not achievable, we will keep you informed of the progress and expected timescale – usually within 8 weeks. If we are unable to resolve your complaint within 8 weeks then you may have the opportunity to refer your complaint directly to the Financial Ombudsman Service.
Escalation and External Resolution
If you remain dissatisfied after our final response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS), an independent organisation that helps resolve disputes between consumers and financial firms.
Contact details for FOS:
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Tel: 0800 023 4567 (freephone)
0300 123 9123 (low-cost mobile)
020 7964 0500 (international)
If you do not fall within the jurisdiction of the FOS, then you may be able to refer your complaint to the FLA or the BVRLA. We will let you know in the final response which option is available to you.
FLA:
Details on how to make a complaint with the FLA can be found at the following link: www.fla.org.uk/business-information/how-to-make-a-complaint.
BVRLA:
Some unresolved disputes may be referred to the BVRLA by either the customer or the member involved, however the member cannot initiate a complaint against the customer. Details should be submitted by email to: complaint@bvrla.co.uk. If the customer does not have access to email, details can be sent by post to:
BVRLA
River Lodge
Badminton Court
Amersham
HP7 0DD
The BVRLA will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from the member should be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with its findings and recommendations. The BVRLA aims to resolve complaints through the Conciliation Service within 30 days.