Complaints Procedure

At Brocar finance customer service is of the utmost importance to what we do. Whilst we do our best to minimise the risk of any dissatisfaction, we acknowledge that from time to time this is not always possible. If this ever happens we encourage you to share your experience so that we can continue to improve our service.

You can do so in the following ways:

Telephone: 01908 032694

Email: complaints@brocarfinance.co.uk

Post: Brocar Finance, Regus House, Fairbourne Drive, Atterbury, Milton Keynes MK10 9RG

What you can expect from us:

We will acknowledge your complaint within 3 working days via your email address (if provided)

We aim to resolve your complaint within 8 weeks, where this is possible, we will issue a final letter explaining our decision and the reason for this.

If we are unable to resolve your complaint within 8 weeks you will receive a written/ electronic response to confirm we are unable to resolve your complaint within the usual timeframe. We will also provide an updated timeline or suggested way forward.

If you are not satisfied with our response

If you are still not satisfied for any reason you could be eligible to refer your complaint to the Financial Ombudsman Service.

You can get in contact with them via the following methods:

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

You can find out more about the Financial Ombudsman and the service they provide by visiting their website: www.financial-ombudsman.org.uk

Brocar Finance Limited is authorised and regulated by the Financial Conduct Authority (944254)