• COMPLAINTS PROCEDURE

    commercial finance

We are committed to treating all of our clients fairly and delivering quality service. If there’s ever a time when you don’t feel we’ve lived up to this then we want to hear from you.

STEP ONE: MAKING A COMPLAINT

If you wish to register a complaint, please write to or telephone us on:

PFC Finance
Office 8, Castle Farm, Cholmondeley, Malpas, Cheshire, SY14 8AQ
Telephone: 033 39 39 0005
By e-mail on: mail@pfcfinance.co.uk

A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4 567.

STEP TWO: ACKNOWLEDGE YOUR COMPLAINT

We will always try to resolve your concerns within two business days. However, if we are unable to do this or we need to conduct more detail investigations, we will send you an acknowledgement of your complaint within five business days of receiving it. We will provide you with a copy of our complaints procedure.

We will always set out our understanding of your complaint, regardless of whether it was received in writing or verbally.

STEP THREE: INVESTIGATING YOUR COMPLAINT

Your complaint will be investigated by somebody experienced and who is not connected to your complaint. In this way we can complete a fair investigation. We may ask you to submit copies of documentation to help us with our investigation.

STEP FOUR: KEEPING YOU INFORMED

If we have not been able to resolve your complaint within three weeks, we will write to you and let you know when we expect to complete our investigation.

STEP FIVE: RESOLVING YOUR COMPLAINT

We will always aim to resolve your complaint within eight weeks of receiving it.

At the end of eight weeks we will write to you with the outcome of our investigation and advise you what to do if you are not satisfied.

STEP SIX: IF YOU ARE STILL UNSATISFIED

If we have not been able to complete our review of your complaint within the eight week period, we will write to you and let you know when we expect to have finished our investigation.

We will also provide you with details of your rights to refer the matter to the Financial Ombudsman Service (FOS). The FOS can be contacted as follows:

South Quay Plaza
183 Marsh Wall
London
E14 9SR.Telephone@ 0845 080 1800
E-mail: enquiries@financial-ombudsman.org.uk

Terms and Conditions

Who we are – PFC Finance and Practice Finance Company are a trading style of The Practice Loan Company PLC. The Practice Loan Company

PLC is a credit broker and arranges finance through a panel of lenders.

Regulation – we are authorised and regulated by the Financial Conduct Authority for the provision of consumer credit activities (FRN 727115).

Please be aware that business and commercial lending falls outside regulated activity and does not provide the same level of protection.

Trading styles – The Practice Loan Company PLC has the following companies as trading styles:

• Professions Practice Finance

• Business Loan Company

• Practice Finance Company (PFC Finance)

• The Personal Loan Company

We are registered at Companies House number 03767146.

Product design – We use a panel of lenders to find our customers the most suitable solution to meet their requirements. Our panel of lenders is representative of the whole market and we will only use lenders who are authorised and regulated by the Financial Conduct Authority.

Marketing and promotions – We hope that you find the information in our promotions informative and useful to you. We review our promotions in line with regulatory requirements to ensure they are clear, fair and not misleading.

Our sales process – is designed to gather information from you to help us find the best lender solution to meet your needs. We gather information to ensure the product is both affordable and suitable for you. All of our account managers are experienced and trained to provide a service in line with our objective to be ‘totally customer focused’ and deliver a service that you will want to come back to us in the future. Currently, between 60% and 70% of customers return to us.

Application process, fees and charges – Throughout the sales process we will endeavor to provide information on our services, the lenders products and all fees and charges. We do not charge fees for arranging your finance; we only receive remuneration from our lenders for introducing you the customer to them. We will always be on hand to provide any guidance or support you need from start to completion of your funding and after your funding has concluded.

Provision of service – The lenders offer will be sent to you with their terms and conditions, please read these documents and if we can be of any assistance in clarifying any points please let us know. Remember you can withdraw from these arrangements at any time until completion and in the case of regulated lending there is a 14 day cooling off period.

Underwriting – The information you provide us helps us to arrange the most suitable products from the lenders criteria. We do need full information because information found by the lender may lead to declines and delays in the process, meaning we need to go to other lenders who may not have such favorable terms.

Monitoring – We continually monitor our business looking at ways to improve the service. This is part of our obligations to put customers at the heart of our proposition.

Culture – We are committed to providing the best possible service to our customers and try to meet your expectations. Sometimes we may fail to achieve the outcomes that you expect, in these cases we have complaints handling procedures in place to investigate and respond in line with regulatory guidelines. Please see the separate complaints handling policy for further information.

Replacement Business – We always endeavour to find a suitable solution to meet your funding needs. In some cases you may want to cancel existing arrangements and replace them with new finance. Please be aware that this may not always be best practice because over the longer term you may pay more interest. In these cases we will bring this to your attention by writing to you and keeping you fully informed.

Correspondence – Trading address and registered address.

The Practice Loan Company PLC trading address is as follows:
5-6 The Mews
Trent Business Centre
Trent Park
Eastern Avenue
Staffordshire
WS 13 6RR

The registered address is as follows:

No5 The Mews
Trent Business Centre
Trent Park
Eastern Avenue
Staffordshire
WS 13 6RR

Complaints

If you wish to register a complaint, please write to or telephone us on

The Practice Loan Company PLC, Unit 5-6 The Mews, Trent Business Centre, Trent Park, Eastern Avenue, Lichfield, Staffordshire, WS13 6RR.

By telephone on: 0800 328 0161

By e-mail on: enquiries@practiceloancompany.co.uk

A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on the website

or by request and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at

www.financial-ombudsman.org.uk or by contacting them on 0800 023 4 567.