What to do if you have a complaint?

At Churchill Emsworth Asset Finance we are committed to providing you with a first-class service and effectively delivering the products and services you need. Even with the best of intentions, we know things can go wrong. So, if for any reason you are not entirely satisfied with any aspect of our service, please let us know as soon as possible. We’ll investigate the situation and where necessary, set about putting things right as quickly as possible. We may also take steps to avoid similar problems happening in the future. Your views are important to us and your feedback is key to improving the products and services we offer.

If you are not satisfied in the first instance, please contact your appointment Relationship Manager. If unavailable then you can telephone our head office on 01707 659 909 or email us on enquiries@ceaf.co.uk or write to us at: Compliance Manager, Churchill Emsworth Asset Finance LTD, of Falcon Gate, Shire Park, Welwyn Garden City, AL7 1TW

We will endeavour to resolve your complaint within 3 working days; if we are unable to achieve this to your satisfaction, we will then follow our internal complaints procedure. In both instances, if you are not entirely satisfied with the decision, you may be entitled to refer it to the Financial Ombudsman Service (FOS). www.financialombudsman.org.uk. The Ombudsman will only consider your complaint if you have followed the above procedure.

Please note that a complaint referred to FOS must be made within six months of the date of our final response.