Complaints Handling Procedure

At Prime Personal Finance we pride ourselves in making sure our customers get the best possible service. However, there are times when things do not go to plan. When this happens, we encourage you to tell us about your experience, so that we can try to put matters right and learn from any mistakes we make.

We want to:

• make it easy for you to provide us with feedback
• give your feedback the attention it deserves
• resolve any issues fairly without delay
• make sure you are satisfied with how the matter was resolved

Please tell us if you have any cause for complaint.

How to make contact

You can contact us in the following ways:

• Telephone: 020 3811 8383
  Calls from a landline are charged at local rate. Calls from a mobile may vary. Calls may be recorded for training and monitoring purposes.
• Email: customercare@prime-finance.co.uk
• Write to us at the following address:
  Head of Customer Service
  Prime Personal Finance Ltd
  Bridge House,
  Commerce Road,
  Brentford.
  TW8 8LE

Please provide the following information to help us investigate your complaint;

How we will handle your complaint

We aim to resolve your complaint promptly, fairly and to your satisfaction.

We will contact you regularly throughout the process until your complaint has been resolved and within 8 weeks, we will either;

• Issue a decision letter explain our final response and the reasons for providing this response, or
• Explain the reasons why we are not able to give you a final response and give an indication of when we expect to provide a decision, and
• In each case provide you with the contact details for the Financial Ombudsman Service

If you are still not satisfied

If, within 8 weeks, you are not satisfied with our final response or any reasons for our delay in providing a final response, you may be eligible to refer your complaint to the Financial Ombudsman Service for an independent review.

You can contact the Financial Ombudsman Service using the details below;

Telephone: 080 0023 4567

Email: complaint.info@financial-ombudsman.org.uk

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

The Financial Ombudsman Service offers a free independent service and can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from the Ombudsman directly.

Prime Personal Finance Ltd is registered in England &Wales (CRN. 11755269). Prime Personal Finance Ltd is authorised and regulated by the Financial Conduct Authority (836265) for the sale of consumer credit.

Calls may be recorded for training and monitoring purposes.