Complaints Policy and Procedure

Our aim

MV Asset Finance is committed to providing a quality service for its Clients and Customers and working in an open and accountable way that builds trust and respect.

One of the ways in which we can continue to improve our service is by listening and responding to the views of our Clients and customers, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore, we aim to ensure that:

making a complaint is as easy as possible
we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
we deal with it promptly, politely and, when appropriate, confidentially
we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc
we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

Policy

We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:

resolve informal concerns quickly
keep matters calm and professional

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Informal Complaints Procedure

Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

A complainant's responsibility is to:

bring their complaint to the Company’s attention as soon as they are practicably aware of the issue arising
raise concerns promptly and directly with a member of staff
explain the problem as clearly and as fully as possible, including any action taken to date
allow the Company a reasonable time to deal with the matter
recognise that some circumstances may be beyond the Company’s control.

The Company’s responsibility will be to:

acknowledge the formal complaint
respond within a reasonable period of time
deal reasonably and sensitively with the complaint
take action where appropriate.

Formal Complaints Procedure

Stage 1

In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 8 weeks.

Stage 2

If you are not satisfied with the initial response to the complaint, then you can write to the Company’s Managing Director and ask for your complaint and the response to be reviewed. You can expect the Managing Director to acknowledge your request within 5 working days of receipt and a response within 15 workings days.

The Company’s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Making a Complaint

If you wish to register a complaint, please write to
Martin Mcdermid
Ninian Road,
Airdrie,
ML6 9SE
or telephone +44 (0) 1236 280 290.
A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4567.