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How to complain

At Prestige Finance we’re committed to giving you the best service at all times. However, if we don’t deliver the standard of service you expect, or if we make a mistake, we need to know so we can put things right. So if you’re unhappy with any aspect of our service, please tell us. We’ll investigate the situation and set about putting it right as quickly as we can. You can read our Handling your complaints effectively guide for more details.

How to make a complaint

You can telephone, write or send an email (please include your account number and a daytime contact number) detailing your complaint to our office at:

Prestige Finance
PO Box 6813
Wolverhampton
WV1 9WR

Customer services telephone number: 0333 240 6114

Email: [email protected]

What happens next?

We aim to resolve all complaints by the close of three business days after the date the complaint is received. If this isn’t possible, we’ll let you know that we’ve received your complaint and are investigating it.

Within four weeks of receiving your complaint we’ll explain what caused the problem and what steps we’ve taken to put it right. If we’ve been unable to settle the complaint by this time then we’ll tell you why and what we’re doing to resolve the issue. We’ll also tell you when we’ll be in touch again.

We’ll send you a final response within eight weeks explaining the outcome of your complaint.

If you’re still not satisfied, or if eight weeks have passed since you first raised your complaint with us you have the right to refer your complaint to the Financial Ombudsman Service (FOS). We’ll send you instructions of how to do so at that point.

What happens if we cannot resolve the issue?

If we cannot agree a solution, we’ll send you a final response within eight weeks explaining our position.

If you're still not satisfied or if eight weeks have passed since you first raised your complaint with us you have the right to refer your complaint to the Financial Ombudsman Service (FOS). We'll send you instructions of how to do so in our final response letter.

We subscribe to the Financial Ombudsman Service

The Financial Ombudsman Service (FOS) provides consumers with a free independent service for resolving disputes with financial organisations.

The FOS will only investigate a case when the financial institution has had the opportunity to put things right. They allow Prestige Finance up to eight weeks to deal with your complaint. If you’re still not satisfied, you must take your complaint to FOS no later than six months from the date of our final response letter.

Visit the FOS website for more information about how to take a complaint to them.

Their address is:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 0234567
Email: [email protected]