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Asset Finance Partners Limited
Denmark House
St. Thomas Place
Ely
Cambridgeshire CB7 4EX
United Kingdom
Tel: +44 1223 96 77 77
Email: info@afp.uk.com


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> Careers

We are always looking to add highly motivated and ambitious individuals to our team.

If you are interested in joining our team, please send your CV with a covering letter to info@afp.uk.com.

> Complaints

 

What to do when you have a complaint.

Please tell us if you have any cause for complaint.

If you’re not completely happy with our service, we’d like to hear about it - that way, we can do something to put it right.

At AFP, we do everything we can to make sure our clients get the best possible service. However, sometimes, we do not get things right first time. When that happens, we always encourage you to tell us about your complaint, so that we can put matters right.

We want to:

  • make it easy for you to tell us about your complaint
  • give your complaint the attention it deserves
  • resolve your complaint fairly without delay
  • make sure that you are satisfied with how your complaint was resolved

How to make contact

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by phone, in person, in writing or by email.

Contact by phone:

You can contact us by phone at 01223 96 77 77. We are here from 9am to 5pm Monday to Friday.

Contact by email:

You can contact us at complaints@afp.uk.com . If you send us a complaint by email, we will usually respond to your email address. However, there may be occasions when we will need to respond to you by post to ensure privacy or where we need to enclose copies of documents.

Contact by post:

You can contact us at the following address:

Customer Relations Team
Asset Finance Partners Ltd
Denmark House
St. Thomas’ Place
Ely
Cambridgeshire CB7 4EX

How we will handle your complaint

We aim to resolve your complaint straight away.

However, if we have not been able to do so within 1 week, we will write to tell you:

  • why we have not yet resolved your complaint
  • who is dealing with your complaint
  • when we will contact you again

We will usually resolve most complaints within two weeks. If your complaint is particularly complex, it may take longer. We will contact you regularly until your complaint has been resolved.

If we can’t agree an acceptable resolution to your complaint within 8 weeks we will either:

send you a letter giving you our reasons for the delay and an indication of when we expect to provide a decision; or
issue a Final Response Letter, which will clearly explain our final position in relation to your complaint.

If you are still not satisfied

If you are not satisfied with our suggested resolution and/or if 8 weeks have passed since you first brought your complaint to our attention, you may be eligible to refer your complaint to the Financial Ombudsman Service. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within 6 months of the date a Final Response Letter is issued.

Contact by phone:

You can contact the Financial Ombudsman Service by phone at 0300 123 9123 or 0800 023 4567 or 020 7964 0500. Lines are open from 8am to 8pm Monday to Friday and from 9am to 1pm on Saturdays.

You can also text the Financial Ombudsman Service by text on 07860 027 586 and you will receive a call back.

Contact by email:

You can contact the Financial Ombudsman Service by email at complaint.info@financial-ombudsman.org.uk.

Contact online:

You can contact the Financial Ombudsman Service online at https://help.financial-ombudsman.org.uk/help.

Contact by post:

You can contact the Financial Ombudsman Service at the following address:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Further helpful information can be obtained by visiting the Financial Ombudsman website on: http://www.financial-ombudsman.org.uk.