Complaints Policy

1. Purpose of This Policy

This Complaints Policy outlines how we handle complaints and the steps you can take if you are unhappy with our service. It is designed to ensure your concerns are dealt with fairly, promptly, and effectively.

2. How to Make a Complaint

You can raise a complaint with us using the following methods:

By Email: [email protected]

By Phone: 0330 056 3335

By Post: LetsTalk Asset Finance - 1 Stadium Way, Salford, M30 7EY

To help us investigate your complaint efficiently, please provide:

• Your full name and contact details.
• Details of your complaint, including any relevant documentation.
• The date the issue occurred.
• The outcome you are seeking.

3. Our Complaints Handling Process

Step 1: Acknowledgement

• We will acknowledge your complaint within 3 business days of receiving it.
• You will receive confirmation of the person handling your complaint and their contact details.

Step 2: Investigation

• We will thoroughly investigate your complaint, reviewing all relevant documentation and speaking to the relevant team members.
• During this time, we may contact you for additional information or clarification.

Step 3: Resolution

• We aim to resolve all complaints within 8 weeks.
• Once a decision is made, we will send you a Final Response Letter, detailing:
• The outcome of our investigation.
• Any actions we have taken or propose to take.
• Your right to escalate the complaint if you are unsatisfied with our response.

4. Escalating Your Complaint

If you are not satisfied with our Final Response or if we fail to resolve your complaint within 8 weeks, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS). 

Financial Ombudsman Service Contact Details

By Post:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

By Phone:

0800 023 4567 (free from most landlines)

0300 123 9123 (cheaper from mobiles)

By Email:

[email protected]

Website:

www.financial-ombudsman.org.uk

5. Commitment to Improvement

We use complaints as an opportunity to identify areas for improvement and ensure we continue to meet our customers’ expectations. Feedback from complaints helps us refine our processes and enhance the quality of our services.

6. Privacy and Confidentiality

We handle all complaints in line with the UK General Data Protection Regulation (UK GDPR). Any information you provide will be kept confidential and used only to resolve your complaint.

7. Contact Us

If you have any questions about this policy or wish to raise a complaint, please get in touch:

This website is owned and operated by LetsTalkFleet Limited

You can contact us by phone, or email or in writing, using the contact details published on our website from time to time. You’ll find them, at the bottom of our home page.

We value your feedback and are committed to resolving complaints in a fair, transparent, and timely manner. Thank you for giving us the opportunity to address your concerns.