Complaints

Dealing with Your Complaint

We at Armada Asset Finance, aim to provide you with the highest standard of service. However, there may be times when you feel that we’ve fallen short of this and we would like to know so that we have an opportunity to put things right.

Should you have cause to complain, you can contact us by phone or in writing using the following contact details:

By phone: Call us between the hours of 9am and 5pm, Monday to Friday on 01392 879599

By email: proposals@armadaassetfinance.com

By post: Armada Asset Finance, Armada House, Odhams Wharf, Topsham, Devon EX3 0PB

We would like to assure you that we take all complaints seriously and will deal with your complaint fairly and as quickly as possible.

When you notify us of a complaint, we will acknowledge this in writing and send you a copy of these Complaint Handling procedures. In addition to this, where you have made a complaint over the telephone to us, we will set out our understanding of your complaint within that acknowledgement letter.

We will aim to resolve your complaint quickly and write to you with our findings and any redress we consider appropriate. We would usually expect to be able to do this by the end of the next business day. If not, we will keep you regularly updated as to our progress

However, sometimes it may be necessary for us to forward your complaint, or part of it, to a third party if we believe that they are wholly or partly responsible for the cause of your dissatisfaction. This may mean our ability to resolve the matter satisfactorily may take longer than usual. We will of course keep you informed of our progress if that is the case.

There may be other occasions where the matters surrounding your complaint are more complex and take longer to fully investigate thoroughly. Nevertheless, we will always endeavour to send you our Final Decision Letter, addressing your concerns and providing you with our decision within 8 weeks.

We will of course continue to investigate the complaint until we are in a position to send you our Final Decision Letter and if your complaint is upheld, we will provide you with any redress deemed appropriate, for any acts or omissions for which we are responsible.

If we are unable to resolve your complaint and you are either (i) and individual, (ii) a micro-enterprise, (iii) a charity with an annual turnover of less than £1m or, (iv) if relevant, a trustee of a trust which has a net asset value of less than £1m at the time of your complaint, you may be able to refer the matter to the Financial Ombudsman Service at Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR, Telephone 0845 080 1800 and web address www.financial-ombudsman.org.uk. You must refer the matter to the Financial Ombudsman Service within 6 months of the date of our Final Decision Letter. A copy of the Financial Ombudsman Service leaflet ‘Your Complaint and the Ombudsman’ will be included with our Final Decision Letter.

We shall deem the matter closed when;

• Our investigation has been completed and a Final Decision Letter has been sent to you, or;
• Where you have indicated, in writing, acceptance of any earlier response, where appropriate.

Armada Asset Finance (a trading name of Armada Investments Limited) whose registered office and trading address is Armada House, Odhams Wharf, Topsham, Devon, EX3 0PB is fully authorised and regulated by The Financial Conduct Authority (FCA). Our Consumer Credit Register Number is 718655.

The Financial Conduct Authority (FCA) regulates financial services in the UK and you can check our authorisation on the Consumer Credit Register by visiting the FCA website here.

Or telephone them as follows, Freephone: 0800 111 6768