Eagle Asset Finance Ltd are dedicated in providing a service of the highest standard. If you have cause to feel that you have been treated unfairly or our standard of customer service has been inadequate and wish to make a complaint we would appreciate if in the first instance you would get in touch as follows:

By phone
You can call us between the hours of 9am and 5:00pm, Monday to Friday on: 01506 400772

By email
sclark@eagleasset.co.uk

By post
Eagle Asset Finance Ltd
31 Barn Place
Livingston
EH54 7EN

If we can’t resolve the matter immediately?
Wherever possible, we will attempt to satisfactorily resolve the matter during your initial telephone call to us, or we may attempt to call you back where appropriate. Where a more thorough investigation is required, or we have been unable to speak with you, we will acknowledge your complaint in writing on the next working day after receipt. Where possible, we will provide you with a full response within this acknowledgment letter.

Complaints that require further investigation
We will always try to investigate your complaint as quickly as possible, however sometimes this is not possible. If we do not reach a decision in time to include it in your acknowledgment letter, or it was necessary to carry out additional investigations, we will inform you why and let you know when we will next contact you.

In the improbable event that we have not completed our investigations of your complaint eight weeks after we first received it, we will send you a further letter to:

• Explain why we have been unable to reach a decision
• Let you know when you can expect our final decision
• Provide contact details for the Financial Ombudsman Service and explain their service

Our response
Once we have completed our investigations, we will write to you confirming our decision, how it was reached and any offer of redress where this is appropriate. If we are unable to resolve your complaint satisfactorily in relation to your finance agreement and you are either: (i) an 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 it to the Financial Ombudsman Service.

The Financial Ombudsman Service (FOS) is an independent arbitration service provided free for consumers. Should you be dissatisfied with our response you may contact the FOS within six months, using the contact details below:

• Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0800 023 4567 or 0300 123 9123
• Email: complaint.info@financial-ombudsman.org.uk 
• Website: www.financial–ombudsman.org.uk

Should you have any questions regarding your complaint or our complaint handling procedures please contact us on 01506 400772 or email sclark@eagleasset.co.uk