1.1 We see complaints management as integral to providing the best service levels possible and a way to further improve services and systems.
1.2 Your complaint will be fully investigated by Millbrook Business Finance Ltd, and you will be dealt with fairly and promptly.
Complaints Handling procedure
1.3 The following is a summary of how Millbrook Business Finance Ltd deals with complaints:
1.4 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.
1.5 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.
1.6 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 Millbrook Business Finance Ltd will have no further obligation to deal with your complaint in accordance with its complaint’s procedure
1.7 You will receive a response as soon as possible, and in any event, within 8 weeks of complaint receipt.
1.8 In the unlikely event your complaint remains unresolved within eight weeks; Millbrook Business Finance Ltd will advise you in writing why a final response cannot be provided and when they expect to be able to do so. You may then escalate the complaint by writing to The Complaints Manager, AFS Compliance Ltd, Greenbank Court, Greenbank Business Park, Blackburn, Lancashire BB1 5QB, or calling them on 01254 958 777. If your complaint is unresolved after exhausting AFS’s complaints process, you will be provided with details of the Financial Ombudsman Service. This will enable you, if you wish, to refer your complaint to the Financial Ombudsman Service should you be dissatisfied with the delay or the handling of your complaint.
1.9 Here is how you can contact us should you have a complaint:
- By Phone: 0333 015 3301
- By Email: Enquiries@millbrookbusinessfinance.com
- By Post: Complaints Officer, Millbrook Business Finance Ltd., Millbrook House, 8 Brookfields, Duncan close, Moulton Park Industrial Park, Northampton, NN3 6WL
1.10 If you write to us, please include the following details
- 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 the complainant;
- Your daytime telephone number (where we can contact you if we need to) and any times you would prefer use to contact you;
- A clear description of your concerns or complaint; and
- Details of what you would like us to do to resolve your complaint.
Independent Review of your complaint
1.11 Should you be dissatisfied with our final response, you may, if you wish, refer the matter to the Financial Ombudsman Service. Any referral must be made within six months of the date of our final response. The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial firms.
1.12 The Financial Ombudsman Services say that they will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.
1.13 The contact details for the Financial Ombudsman Service are set out below:
- Telephone: 0800 0234 567
- Online: www.financial-ombudsman.org.uk
- Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
1.14 Millbrook Business Finance 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.