Complaints Policy

Delivering excellent service to our customers is our number one priority at Holmesdale Finance Limited. However, we do recognise that things may occasionally go wrong, and you may feel you have cause to complain. Receiving your feedback is important to us as it enables us to learn from any mistakes and, where possible, to improve our service.

How to make a complaint

We are Holmesdale Finance Limited t/a Holmesdale Asset Finance, and you can raise a complaint with us by email, phone or letter using the following contact information

In writing: Pury Hill Business Park, Alderton Road, Towcester NN12 7LS
By email: info@holmesdalefinance.co.uk
By phone: 03451 303030

We will need to know:

  • Your name and address
  • Details of how we can contact you
  • A clear, detailed description of your complaint
  • Details of what you would like us to do to resolve your complaint
  • If appropriate, copies of any relevant supporting documents

What happens next:

We aim to resolve your complaint as quickly as possible.

We will consider all the available evidence, the circumstances together with any relevant laws or regulations. We will keep you updated about what is happening and discuss our findings.

If we can resolve your complaint within 3 working days, we will send you a Summary Resolution Communication. This is a written confirmation, which confirms that you made a complaint and that we now consider the matter resolved.

If we are unable to resolve the complaint within four weeks of receipt, we will contact you to let you know the reason for the delay and when we anticipate being able to make further contact.

When we have fully investigated your complaint, we will write to let you know our final response - within 8 weeks.

If it is going to take us more than 8 weeks to resolve your complaint, from when you first contacted us, we will update you on the progress and explain why it is still ongoing.

If you remain unsatisfied, the final response letter will explain you may have the right to refer the complaint to the Financial Ombudsman Service within 6 months the final response is issued. You can contact them as follows:

Write to:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk