Contact us

Underwriting

020 8955 7781

process@prestigefinance.co.uk

Customer Relations

020 8950 8811

customercomplaints@prestigefinance.co.uk

Loan Servicing

020 8950 8811

management@prestigefinance.co.uk

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Find us

Prestige Finance
Prestige House
16 Melbourne Road
Bushey
Herts
WD23 3LN

DX: 42558 BUSHEY

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 will investigate the situation and set about putting it right as quickly as we can. To make it as easy as possible for you, you can find the information on a PDF called How we’ll put things right.

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:

Customer Relations Team
Prestige Finance
Prestige House
16 Melbourne Road
Bushey
Hertfordshire
WD23 3LN
T: 0208 950 8811
E: customercomplaints@prestigefinance.co.uk

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 is not possible, we will let you know that we have received your complaint and are investigating it.

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

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

If you are 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 will 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 will send you a final response within eight weeks explaining our position.

If you are 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 will 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 are 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 http://www.financial-ombudsman.org.uk

Their address is:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
T: 0800 0234567
E: complaint.info@financial-ombudsman.org.uk

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PPI Complaints

The information below explains what to do if you are considering making a complaint about the level of commission on your PPI Policy.

Post
You can complain about the level of commission on your PPI policy by writing to us at the following address:

Customer Relations Team
Prestige Finance
Prestige House
16 Melbourne Road
Bushey
Hertfordshire
WD23 3LN

Alternatively, you can email us: customercomplaints@prestigefinance.co.uk

Telephone
Call us directly on 0208 950 8811* and a member of our office will be happy to help.

Opening Hours

Monday - Thursday8.30am - 8.00pm
Friday8.30am - 5.00pm
Saturday9.00am - 1.00pm
Sunday and Bank Holidays  Closed

*Please note, calls may be monitored or recorded for training purposes.

If you would like any further information about PPI or how to make a PPI complaint, more information can be found at the following sites:

The Financial Conduct Authority
https://www.fca.org.uk/ppi

The Financial Ombudsman Service
http://www.financial-ombudsman.org.uk/ppi

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Version 3.0.106 / 06.09.2017