Complaints Policy & Procedure

Last Updated: March 2026

At Positive Asset Finance Ltd, we are committed to providing a high standard of service to all our clients. While we always strive to get things right, we recognise that occasionally things can go wrong, and we take all complaints seriously. This policy explains how to raise a concern and how we will handle it.

Our Commitment to You

Our promise to you is to:

Treat your complaint seriously, fairly, and without prejudice
Acknowledge your complaint promptly
Investigate thoroughly and impartially
Keep you informed of progress
Provide a final response within a reasonable timeframe
Use your feedback to improve our services

How to Make a Complaint

If you are unhappy with any aspect of our service, please contact us as soon as possible.

By Email:
enquiries@positiveassetfinance.co.uk
Please include “Complaint” in the subject line

By Post:
Complaints Department
Positive Asset Finance Ltd
Unit A Osprey House
Ruthvenfield Road
Inveralmond Industrial Estate
Perth
PH1 3EE

By Telephone:
0330 223 2620

What to Include

To help us investigate efficiently, please provide:

Your full name and contact details
A clear description of your concern
Any relevant reference numbers (e.g., application or agreement numbers)
Copies of any supporting documentation
What you would like us to do to resolve the matter

Our Complaints Process

Step 1: Acknowledgment

Upon receiving your complaint, we will acknowledge it within 5 working days. Your complaint will then be logged and assigned to a senior member of our team who was not directly involved in the matter.

Step 2: Investigation

We will investigate your complaint thoroughly, reviewing all relevant correspondence, records, and circumstances. During this stage, we may contact you if we require further information.

Step 3: Response

Once our investigation is complete, we will provide a final response within 8 weeks of receiving your complaint. If the complexity of the issue means we need more time, we will notify you and explain why.

Our final response will include:

A summary of the complaint
The outcome of our investigation
Whether we uphold your complaint
Any action we will take to resolve the matter
Details of how to escalate if you remain dissatisfied

If You Are Not Satisfied

Should you remain unhappy with our final response, or if 8 weeks have passed without receiving a final response, you may refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk

Please note: The Financial Ombudsman Service is a free, independent service for resolving disputes between consumers and financial services firms. You usually have six months from the date of our final response to refer your complaint to the Ombudsman.

Regulatory Information

Positive Asset Finance Ltd is authorised and regulated by the Financial Conduct Authority (FCA). As a regulated firm, we are required to have a formal complaints procedure in place and to cooperate fully with the Financial Ombudsman Service.

Our Commitment to Improvement

Every complaint is reviewed to help us improve our services. Where errors are identified, we will take appropriate steps to prevent recurrence and, where applicable, offer redress.

Contact Us

If you have any questions about this policy or need assistance making a complaint, please contact us:

Email: enquiries@positiveassetfinance.co.uk
Phone: 0330 223 2620
Address: Unit A Osprey House, Ruthvenfield Road, Inveralmond Industrial Estate, Perth, PH1 3EE