At Promethean Finance we are committed to providing a high standard of service to all customers. We take complaints seriously and view them as an opportunity to improve our services and customer experience. This procedure outlines how complaints are handled in line with the rules and guidance set out by the Financial Conduct Authority (FCA). A complaint is defined as any expression of dissatisfaction, whether oral or written, relating to the provision of our services or the conduct of our business activities.
Complaints may be made verbally or in writing.
You can contact us using the details below:
Promethean Finance
International House
61 Mosley Street
Manchester
M2 3HZ
Email: [[email protected]]
We will acknowledge receipt of your complaint promptly and aim to resolve concerns as quickly as possible.
Where your complaint cannot be resolved by the close of business on the third working day following receipt, we will issue a written acknowledgement confirming that your complaint is being investigated.
Your complaint will be reviewed fairly, consistently, and promptly by an appropriately trained member of staff.
We may contact you for additional information or clarification to assist with our investigation.
We aim to provide a final response within 8 weeks of receiving your complaint.
If we are unable to issue a final response within 8 weeks, we will write to you explaining the reasons for the delay and provide an indication of when we expect to complete our investigation.
If you are dissatisfied with our final response, or if 8 weeks have passed since you first raised your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service free of charge.
The Financial Ombudsman Service can be contacted at:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567
Website: Financial Ombudsman Service
You must usually refer your complaint to the Financial Ombudsman Service within 6 months of the date of our final response.
All complaints are recorded and monitored in accordance with FCA requirements.
Complaint outcomes are reviewed regularly to identify trends, improve processes, and enhance customer service standards.
Where complaints identify operational weaknesses or compliance concerns, appropriate remedial action will be taken.
We welcome positive feedback regarding our staff and services.
Compliments may be provided verbally or in writing using the contact details above.