Direct Asset Finance Ltd
First Floor, Suite 4,
Bredon House
Almondsbury Business Centre
Bradley Stoke
BS32 4QH
0345 833 4771
0345 833 4772

Direct Asset Finance
Complaints Policy

Direct Asset Finance are committed to providing products and services of the highest standard. If for any reason, you feel you are not entirely satisfied with any aspect of our service, please let us know straight away.
Our Complaints department will investigate your complaint competently, diligently and impartially.
How to make your complaint:
Firstly, let us know what has happened. You can call us, email us or write to us. Our contact information is detailed at the bottom of this document.
We will need to know:

  • Your name and address.
  • Your agreement number or policy number as appropriate.
  • Details of how we can contact you.
  • A clear description of your complaint and whether any 3rd party is involved.
  • Details of what you would like us to do to resolve your complaint.
  • If appropriate, copies of any relevant supporting documentation.

What happens next?
We will contact you within 5 working days to let you know we are considering your complaint and clarify any points where necessary. If we can resolve your complaint within 5 working days, we will send you a Summary Resolution Communication. This is a written confirmation, which confirms that you made a complaint and that we now consider the matter resolved.
If you subsequently decide that you are dissatisfied with the resolution of thecomplaint,you may
be able to refer thecomplaintto theFinancial Ombudsman Service, the NACFB or the ICO,
dependent upon the circumstances surrounding the case.

We will indicate within the communication whether we consent to waive the relevant time limits as
set out in the FCA handbook (Dispute Resolution)if this is applicable.

We will keep you regularly updated about what’s happening and discuss our findings. We will
consider all the available evidence, the circumstances, relevant laws or regulation, as well as
guidance from the Financial Ombudsman Service where applicable. When we have investigated
your complaint, we will write to you to let you know our final response. This detailed letter will tell
you what we have found, what we plan to do and how we came to our decision. If it is going to take
us more than eight weeks to resolve your complaint, from when you first contacted us, we
will update you on our progress and explain why it is still ongoing.

First Floor, Suite 4
Bredon House
Almondsbury Business Centre
Bradley Stoke
Bristol, BS32 4QH
Contact Number: 0345 833 4771
Contact Name: Caroline Davis

If you are not satisfied with how we dealt with your complaint or you are not happy with our
decision and wish to take it further, you may be able to contact the Financial Ombudsman Service
(FOS) regarding your complaint provided that the complaint concerns a regulated activity and you
fall within the classification of an "eligible complainant". FOS contact details are:

Financial Ombudsman Service (FOS)
Exchange Tower
E14 9SR
Consumer helpline: 0800 023 4567 or 0300 123 9123
Switchboard: 0207 964 1000
Fax: 0207 964 1001

First Floor, Suite 4, Bredon House, Almondsbury Business Centre, Woodlands, Bradley Stoke, Bristol,
BS32 4QH. Tel: 0345 833 4771: /

Registered Address: Freshford House, Redcliffe Way, Bristol, BS1 6NL
Reg Number: 06456740 (England): VAT Number: 156 8512 90

Direct Asset Finance Ltd is Limited Authorised and Regulated by the Financial Conduct Authority: FRN 679663

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