Complaints
At PremFina, we are committed to providing excellent products and service. If something has not met your expectations, we want you to tell us. This includes if you believe your personal data has been mishandled.
We take all complaints seriously. Raising a complaint gives us the opportunity to understand what has happened, put things right where appropriate, and improve the service we provide to all customers.
Making a complaint will not affect the way we treat you or your relationship with us.
How to Make a Complaint
You can contact us using whichever method is most convenient for you:
complaints@premfina.com
Live Chat
Available through our website during business hours.
Telephone
0330 165 9367
Our Client Services Team is available Monday to Friday, 8:30am to 6:00pm.
Post
PremFina Limited
Client Services – Customer Complaints
Tintagel House
92 Albert Embankment
London
SE1 7TY
When contacting us, please provide as much information as possible so that we can investigate your concerns quickly and effectively.
What You Can Expect
Once we receive your complaint, we will:
Acknowledge your complaint promptly;
Investigate the circumstances fairly and thoroughly;
Keep you informed of our progress where appropriate; and
Explain our findings and any actions we will take to resolve the matter.
We aim to resolve complaints as quickly as possible. Where we are unable to resolve your complaint within three business days, we will continue our investigation and provide a written Final Response as soon as possible and no later than eight weeks after receiving your complaint.
If You Remain Dissatisfied
If you are unhappy with our Final Response, or if eight weeks have passed since you made your complaint and you have not received a Final Response, you may be able to refer your complaint to the Financial Ombudsman Service free of charge.
The Financial Ombudsman Service is an independent organisation that helps resolve disputes between consumers and financial services firms.
Financial Ombudsman Service
Telephone: 0800 023 4567 or 0300 123 9123
Website: Financial Ombudsman Service
Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Further information about your referral rights and applicable time limits will be included in our Final Response letter.