AFP Assets Limited Denmark House St. Thomas Place Ely Cambridgeshire CB7 4EX United Kingdom Tel:+44 1223 96 77 77 Email:firstname.lastname@example.org
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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 firstname.lastname@example.org . 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.