Complaints Procedure
Aldridge Supply and Finance are committed to a high standard of customer support and service.
Sometimes we may not get it right. If this happens, we will make every effort to deal with the problem
promptly and to both parties’ satisfaction.
Our complaints procedure will be carried out in line with the Financial Ombudsman Service (FOS)
guidance as set out in the CCA (Consumer Credit Association) Customer Complaints Procedure leaflet to
ensure:
Customer receives the CCA Complaints Procedure leaflet.
Adherence to the stated timescales for dealing with complaints.
Escalation to resolution as required.
Consumers right to refer unresolved disputes to the FOS or any other organisations such as the ICO
Procedure
1 A Customer should contact the company direct to complain, either verbally or in writing, with the
account in question and the nature of the complaint.
2 The company will respond in writing acknowledging and/or resolving the complaint if possible, in
writing, within 3 working days. Also, we will provide the customer with a copy of the CCA
Complaints Procedure leaflet.
3 If not resolved the company will attempt to resolve the complaint within 8 weeks of the original
complaint. During this period, we will keep the customer reasonably informed of any progress
made.
4 A final response will be made, in writing, within 8 weeks.
5 If the customer remains dissatisfied with the final response, they have the right to complain to
FOS within 6 months of the final response date.