Complaints Handling Procedure

We would like to hear if you have a complaint.

At Oracle Finance we pride ourselves in making sure our customers get the best possible service. However, there are times when things do not always go to plan.

When this happens, we always encourage you to tell us about your experience, so that we have the opportunity to put matters right.

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

In particular, please tell us if you have any cause for complaint.

How to make contact

You can contact us by phone, email or in writing at the following address:

Head of Customer Service
Oracle Asset Finance Limited
Oracle House
Whitfield Business Park
Manse Lane
Knaresborough
HG5 8BS

Telephone: 01423 795800

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: info@oraclefinance.co.uk

If you send us a complaint by email, we will usually respond to your email address. However, there may be occasions when we will need to respond to you by post to ensure privacy or where we need to enclose copies of documents.

How we will handle your complaint

We aim to resolve your complaint straight away. However if we have not been able to do so within one week, we will write to tell you:

  • why we have not yet resolved your complaint
  • who is dealing with your complaint
  • when we will contact you again

We will usually resolve most complaints within two weeks. If your complaint is particularly complex, it may take longer, particularly if a 3rd party supplier is also involved. We will contact you regularly until your complaint has been resolved.

If you are still not satisfied

If we can’t agree an acceptable resolution to your complaint within eight weeks we will:

  • send you a letter giving our reasons for the delay and an indication of when we expect to provide a decision; or
  • Issue a decision letter from Oracle Finance, which will explain our final position.

You may be eligible to refer your complaint to the Financial Ombudsman Service.

We will send you information about the Financial Ombudsman Service and explaining your referral rights if we haven’t been able to resolve your complaint within eight weeks and with our decision letter.

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

By Telephone:

0800 023 4567 (free for most people calling from a fixed line)
0300 123 9123 (cheaper for callers using a mobile)
0207 964 0500 (if calling from abroad)

E: 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.

Oracle Asset Finance Limited is authorised and regulated by the Financial Conduct Authority for the sale of consumer credit.

Calls may be recorded for training and monitoring purposes.

www.oraclefinance.co.uk

Oracle Asset Finance Limited Registered in England 05564813 trading as Oracle Finance