Complaints

Assetz Capital values the views of its customers and we are always pleased to receive feedback and hear your thoughts. You can provide feedback through your usual Assetz Capital contact, via the “Give Feedback” button on the “Get in touch” page or by email via feedback@assetzcapital.co.uk. We will listen to your views and use them to help shape future improvements to our offering.

Sometimes though, you may need to contact us about a situation where you feel that something has gone wrong and you want to complain. While we do our best to offer you a robust and high-quality service, we accept that this can happen occasionally. If it does, we’d like to hear from you so that we can try to put things right.

How to complain:

You are able to make a complaint through your usual Assetz Capital contact just by speaking to them and explaining the situation. That person will take the details of the issue you have encountered, and we will then begin to deal with your complaint.

If you prefer, you can provide us with details of your complaint by email or letter instead.

By email: complaints@assetzcapital.co.uk

By letter: Assetz House, Manchester Green, 335 Styal Road, Manchester, M22 5LW

Please include the following information so that we can start investigating your complaint as quickly as possible:

  • Your name (as it appears on our systems), Lender Reference and details of how we may best contact you
  • What your complaint is about
  • A description of what happened, and when
  • Any losses you believe you may have suffered
  • What you think we could do to put things right

Please be careful not to send any confidential information, which might compromise the security of your account, by e-mail or letter.

When we receive your complaint, we will begin our investigation immediately.

What you can expect from us:

We will acknowledge your complaint within 5 business days or sooner and give you the name of the person who is dealing with it, so that you know that we have received it and who to contact whilst it is being investigated. We will do our best to resolve your complaint immediately, but if that isn’t possible, we will keep you updated so that you know what is happening.

If we haven't been able to resolve your complaint within four weeks, we will write to let you know what progress has been made and to explain why it is taking time to provide our Final Response.

If we haven’t been able to resolve your complaint within eight weeks, or if you are unhappy with our Final Response, you can refer your complaint to the Financial Ombudsman Service. If you want to contact the Financial Ombudsman Service after you receive a Final Response letter from us, you’ll need to do so within six months of the date it was issued.

You can find out more about the Financial Ombudsman Service by visiting:

www.financial-ombudsman.org.uk

You can contact the Financial Ombudsman Service  by phone on 0800 023 4567 or in writing at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
LONDON
E14 9SR