Introduction
At Business Finance Providers, it is important to us that our customers are satisfied with the services we provide. Business Finance Providers is committed to hearing customers’ suggestions and resolving any complaints customers may have in an efficient and fair manner. Business Finance Providers’ Complaints Management Policy & Procedures have been developed in accordance with best practices. This process ensures that all complaints are handled efficiently.
Definition
A complaint is any verbal or written expression of dissatisfaction about the provision or failure to provide, a financial service.
Purpose
To provide a means of responding to complaints in a timely manner, ensuring necessary action is taken to resolve the customers’ issue to their satisfaction and prevent future recurrence. A complaint is considered resolved when the customer acknowledges resolution or acknowledges that Business Finance Providers cannot assist further.
Scope
All written complaints received from external customers, or their authorised representative. Business Finance Providers will offer the customer the opportunity to have a verbal complaint treated as a written complaint.
Responsibility
Business Finance Providers will investigate all complaints about the company, its employees, quality of service or any other allegation of dissatisfaction and respond within the agreed service level. A complaint is considered resolved when the customer acknowledges resolution or acknowledges that Business Finance Providers cannot do more.
Service Level
We will acknowledge a customer complaint within 10 working days and provide a primary contact name, who the customer may direct related queries to until the matter is resolved or cannot be processed further.
Within 10 weeks, Business Finance Providers will provide a final response or further communication explaining why we are not in a position to resolve the matter and giving an estimated timeframe for resolution.
Business Finance Providers will refer any complaints about other firms e.g. agent or supplier within 10 working days and advise the complainant that we have made the referral giving the complainant the other firm’s contact details. We may hold the complaint open until a full resolution has been reached if this is deemed necessary to ensure customer satisfaction.
Complaint Contacts
If you have any questions or would like to raise any issues concerning your agreement with us, simply contact our Customer Services Department by:Phone: +44 0843 557 4452
Email: info@businessfinanceproviders.co.uk
Mail: Business Finance Providers Ltd, 20 -22 Wenlock Road, London N1 7GU
