Complaints Procedure

Contact Us

If you are an existing customer, please contact your Relationship Manager or the Sales Support team on 0115 958 6872 or email [email protected].

If you are a new customer, please call the main office line on 0115 958 6872 and we will connect you to the Relationship Manager located closest to you and your business.

Support through difficult times

We are committed to helping any of our customers experiencing financial difficulty. Please call us on 0115 958 6872 to arrange a call.

Complaints

We do our very best to provide you with great service but if you do have a complaint, we will equally do our very best to deal with it to your full and complete satisfaction. To help us do this quickly, can you please write to us and let us know:

– Your name and address and your business name and address
– Your telephone number if you would like us to call you, or your email address if preferred.
– Details of your complaint, including any relevant references and dates

You can write to us at:

Complaints Manager
MAF Finance Group
22-24 Maisies Way
The Village
South Normanton
Derbyshire
DE55 2DS

Email: [email protected]

Phone: 0115 958 6872 between 9 a.m. and 5 p.m., Monday to Friday

What you can expect from us

Our aim is to ensure that you feel we have handled your complaint fairly and that you are fully satisfied with the outcome. If we cannot resolve your complaint immediately, we will send you a prompt acknowledgment confirming receipt of your complaint.

We will undertake a full investigation, address all of the points you raise and will do our best to reply to you with our written response by post within ten business days. If we need more time to look into your complaint, we will:

– tell you who is personally dealing with it
–keep you updated on our progress
–provide you with a written explanation of the reasons for the delay and tell you when we will respond in full

We will endeavour to satisfactorily resolve your issue or complaint, however, if we are unable to issue a final response within eight weeks, or you are not happy with our response, you may be eligible to refer the matter to the Financial Ombudsman Service.

For more information

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0300 123 9123 or 0800 023 4567 | Email: [email protected] |

Visit: www.financial-ombudsman.org.uk