COMPLAINT MAKING PROCEDURE

We always aim to provide a high standard of care in all our services. Our customer views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services, it is important that you let us know.

1. Making a complaint ⇩

Anyone affected by the way Profit Tree Finance Ltd provides services can make a complaint. A representative/a solicitor may complain for the aggrieved person if they:

have died
cannot make a complaint themselves, or
have given consent for the representative/solicitor to act on their behalf

2. Anonymous complaints ⇩

We deal with anonymous complaints under the same procedure; however, it is advisable that the Client provides their contact details so that we can inform them about the outcome of our investigation. Please fill in the form:







3. How to make a complaint ⇩

In person, at Profit Tree Finance Ltd offices
By telephone on 02071833604 Monday to Friday 9 am-5 pm except for non-working days
Via e-mail: support@profittree.co.uk
Through a member of our staff
Through a representative or a solicitor

When someone complains orally, we will make written record and provide a copy of it within 3 working days: by letter, or by e-mail.

4. Time limits for dealing with a complaint ⇩

The complaint should be acknowledged within 3 days of the date of its receipt or the date of the event’s occurrence. If the complaint cannot be dealt with by the Department/Structure Manager within 3 working days, then it is referred to the Compliance Department. The complaint shall be handled in no more than 8 weeks (unless a different timescale has been agreed with the Client). If the complaint is older than 6 months, proper investigation of such complaint may not be possible. Nevertheless, it will also be taken into consideration whether the Client had a good reason not to have made the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

5. Final decision on the complaint ⇩

When the Department Manager/Compliance Department has finished investigating, the Client will receive a final letter with:

details of the findings;
any actions taken; and
our proposals to resolve their complaint.

6. If you remain dissatisfied after receiving the final letter ⇩

If you feel that we have not addressed all your issues, or you can provide further information, please let us know and we will take it into account. If you are dissatisfied with the final resolution of your complaint, you can ask Financial Ombudsman Service to conduct an independent investigation of your complaint. In any case where we were unable to complete the investigation within 8 weeks (unless longer timescale has been agreed) you have the right to ask FOS to handle your complaint. You can refer your complaint to FOS within 6 months of receiving the final letter from Profit Tree Finance Ltd, which you wish to challenge. Financial Ombudsman Service is free of charge and can help you with most complaints if you are:

A consumer
A business employing fewer than 10 persons that has an annual turnover not exceeding €2 million
A charity with an annual turnover of less than £1 million
A trustee of a trust with a net asset value of less than £1 million

If you are unsure whether the Financial Ombudsman Service will consider your complaint, please contact them directly for advice. The service they provide is free of charge and impartial and contacting them at any stage of your complaint will not affect your legal rights. The contact details are: Financial Ombudsman Service Exchange Tower London E14 9SR Their phone numbers are 0300 123 9123 (charged at a national rate) or 0800 023 4567 (free from landlines). You can send an e-mail to: complaint.info@financial-ombudsman.org.uk Or you can log on to their website: www.financial-ombudsman.org.uk

7. Where to refer a complaint/ Complaint Handling Tiers ⇩

1st Tier Complaints NOT related to claims’ pay out: Client Support Profit Tree Finance Ltd. 2ndFloor, Grosvenor House Market Street Bromsgrove B61 8DA tel:02071833604 Email: support@profittree.co.uk www.profittree.co.uk


2nd Tier Complaints RELATED to claim’s pay out and serious complaints involving a breach of regulations Compliance Department Profit Tree Finance Ltd. 2ndFloor, Grosvenor House Market Street Bromsgrove B61 8DA tel:02071833604 Email: compliance@profittree.co.uk www.profittree.co.uk