Scaffold Finance complaints procedure

Scaffold Finance Complaints Procedure

Oops, have we done something wrong? We do not normally get complaints, but every now and then mistakes do happen. Here at Scaffold Finance, we are committed to providing a high quality and professional service for all our customers. It almost never happens here at Scaffold Finance, but in the unfortunate case that you feel your experience falls short of expectations, we have a complaints handling procedure in place. This is so we can learn from your experience and assist you and future clients in resolving your concerns. As a company we aim to always be quick and efficient, the same goes for issuing you a response. However, in the rare case that this cannot be achieved, we will respond in no more than 5 days.

What to do if you have a complaint?

If you have a complaint, you will need to follow our complaints handling procedure. This will ensure that we are able to receive and respond to your complaint in the most efficient way possible. We would like to hear from you should you have an issue to raise. Therefore, you can contact us by email, telephone or in writing (all contact information can be found on our contact page). It is important that you contact the department you have been dealing with. This is to help ensure we investigate in the most effective way. As mentioned above, please allow 5 days for your complaint to be resolved.

How does the Scaffold Finance complaints procedure work?

Once received, your complaint will be logged onto our internal database system, and you will be given a unique reference number. We will then begin carrying out a full and impartial investigation from when your issues were raised. Subsequently, we hold information on the nature of the complaint, our actions to resolve it and the recommendations we make. Our Compliance Officer will then either write to you by post or email with the outcome of our investigation. We hope that the response we offer will be satisfactory and we can close off the complaint. However, if this is not the case, a Scaffold Finance director will review the case to see if any further action can be taken.

What to do if you are unhappy with our final decision?

If you have a regulated agreement with us and are not content with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. Please be aware, you must do this within six months of our final response. The service is free of charge and they can be contacted via their website. This does not affect your statutory rights.

Registering a complaint

To get in contact with us here at Scaffold Finance or to register a complaint using our complaints procedure, below are the three methods you can use to do this (as listed above):

  • Email:
  • Telephone: 01494 506 383
  • Address: The Compliance Officer, Scaffold Finance, 18 Manor Courtyard, Hughenden Avenue, High Wycombe, Buckinghamshire, HP13 5RE

Boom reviews

Here at Scaffold Finance, we have partnered with Boom Reviews, a review platform whose mission is “to bring people and companies together to create experiences for everyone.” Subsequently, if you would like to find out more and how you can leave a review for Scaffold Finance, please contact us or visit their website.

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Scaffold Finance is a credit broker and not a lender. We deal with a range of lenders. Scaffold Finance hold a current Data Protection Licence and are registered for VAT. These details, together with our policy on Treating Customers Fairly, Complaints Policy and address details are held under our Contact page.
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