How you can
make a complaint
You can make a complaint by
telephone, letter, or email
Telephone: 01933 842500
Email: customerservices@arklefinance.co.uk
Letter: Complaints, Arkle Finance Limited, 50-60 Sanders Road,
Wellingborough, Northamptonshire, NN8 4BX
Our complaints process
Supporting our customers is at the heart of our business. If you’re unhappy with the service you have received, please let us know so we can investigate your concerns.
When you complain to us, we will try and resolve your complaint within three working days, if we’re able to do this we will call you and let you know. We will also write to you to let you know that the complaint has been closed.
If we can’t resolve your complaint within three working days, we will send you an acknowledgement letter. We will send this letter within five days of you making the complaint. This letter will tell you that we have received your complaint and that we will review it. You will also receive a copy of our complaint’s procedure.
A member of our team will investigate your complaint. We aim to provide a final response letter to you within eight weeks of receiving the complaint. This letter will tell you what investigation we have carried out and whether we have upheld your complaint.
If we are unable to send you a final response letter within eight weeks of receiving your complaint, we will write to you and let you know. We will let you know when we will be able to provide a response. If your complaint is about a regulated agreement, you will be entitled to refer your complaint to the Financial Ombudsman Service at this point.
If you are not happy with our decision, you can refer your complaint to Financial Ombudsman Service. We will provide you with the contact details of the Financial Ombudsman Service in your final response letter. If you want to contact the Financial Ombudsman Service, you will need to contact them within six months of receiving our final response.
Please note that you may only refer your complaint to the Financial Ombudsman Service if your agreement is regulated. If you are unsure if your agreement is regulated, please ask us and we will tell you.
The Financial Ombudsman Service
The Financial Ombudsman Service is entirely free to use. The Financial Ombudsman Service will look at complaints from individual customers, micro-enterprises, small businesses and some charities and trusts.
You can find more information about the Financial Ombudsman Service on their website www.financial-ombudsman.org.uk. Alternatively, you can call their helpline on 0800 023 4567 or send them an email to complaint.info@financial-ombudsman.org.uk.
If you would like to write to the Financial Ombudsman Service their address is: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
You can complain to the Financial Ombudsman Service and to the Finance & Leasing Association.
You do not need to complain to the Financial & Leasing Association before the Financial Ombudsman Service.
Why Choose Arkle Finance?
Here are some good reasons to select AFL as a finance partner.
Great Customer Experience
We provide a transparent and supportive service to both our customers and suppliers.
Professional & Trustworthy
We’re an ethical and trustworthy lender who communicates clearly without the jargon. We aim to lend responsibly whilst treating our customers and stakeholders fairly.