Complaints

Updated June 2021

If you’re not completely happy with our service at Pronto Business Finance Ltd, we’d like to hear about it — that way, we can do something to put it right and ensure we improve our services moving forward.

At Pronto Business Finance Ltd we do everything we can to make sure our customers get the best possible service. However, sometimes things can go wrong. When that happens, we always encourage our customers and partners to tell us about your complaint, so that we can put matters right.

We want to:

  • Make it easy for you to tell us about your complaint.

  • Give your complaint the attention it deserves.

  • Resolve your complaint fairly promptly and without delay.

  • Make sure you are satisfied with how your complaint was resolved.

 

How to complain

To make a complaint, you can:

  • Call us on 01604 201510. We are available from 9am to 5pm Monday to Friday (please note that we are closed on all UK public and bank holidays).

  • Email us at info@prontobusinessfinance.co.uk

  • Write to: The Complaints Department, Pronto Business Finance Ltd, Unit 7, Everitt Close, Wellingborough, Northamptonshire, NN8 2QE

How long will it take?

We'll do all we can to resolve your complaint within three working days. If we can't do this, we'll write to you within five working days to tell you what we've done to resolve the problem, or acknowledge your complaint and let you know when you can expect a full response. We will contact you regularly until your complaint has been resolved.

 

If we haven't issued our response within eight weeks from the date you first raised your complaint, or if you're dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review.

 

Contact details for the Financial Ombudsman Service:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR 

Email: complaint.info@financial-ombudsman.org.uk

If we are unable to assist with your complaint you can contact Alpha Asset Finance Ltd directly on 01476 468318.

https://alphaassetfinance.com/complaints-process/