It is the aim of Embrace Leasing to provide a very high standard of service to every client. It is important to us that all complaints are resolved as quickly as possible and to the complete satisfaction of our clients.
This procedure explains how we will deal with any complaints. It also tells you what you can do if you think your complaint has not been resolved to your satisfaction.
If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone, email or in writing and your complaint will be resolved in the shortest possible time by the appropriate person.
To register a complaint contact us by:
Email: email@example.com Telephone: 0845 838 5571
Or write to us at: Office 5, The Old Hay Barn, Northampton, NN7 2DS
To help us to investigate and resolve your concerns as quickly as possible please provide the following information:
We will try to resolve your complaint immediately; however, sometimes, this may not be possible. In the unlikely event that we are not able to resolve your complaint by the end of the next business day, we will keep you informed of the progress of our investigations and provide our final response in writing with details of our findings any actions undertaken.
If you are not satisfied with our resolution of your complaint:
If you have a regulated contract with us and are not satisfied with our final response you are eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. When we send you our final response we will also provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet (for more information please see https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm).
If you have any questions in relation to our Complaints Handling Procedure, please contact us telephone, email or in writing Email: firstname.lastname@example.org Telephone: 0845 838 5571 Or write to us at: Office 5, The Old Hay Barn, Northampton, NN7 2DS