complaints notice
At ATF Commercial Limited t/a Avelease our aim is to provide a high standard of finance brokering service. However, we recognise that there may be occasions when you feel we have not met that standard.
If you are dissatisfied with any aspect of our service, we take your complaint seriously and are committed to resolving it fairly, efficiently, and transparently.
If you wish to raise a complaint, you can contact us using any of the following methods:
- Call us on 01379 854 551.
We are available from 9am to 5pm Monday to Friday
(please note that we are closed on all UK public and bank holidays).
- Email us at info@avelease.co.uk
- Write to: Complaints Department, Avelease, 52 London Road, Harleston, Norfolk, IP20 9BZ
We handle complaints in accordance with Financial Conduct Authority requirements.
If your complaint is resolved within 3 business days, we will confirm the outcome in writing.
If it cannot be resolved within this timeframe, we will acknowledge your complaint promptly and keep you informed of its progress.
We aim to provide a Final Response within 8 weeks of receiving your complaint.
If you are not satisfied with our Final Response, or if we have not issued one within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS).
You must do so within 6 months of the date of our Final Response.
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
- Consumer Helpline: 0800 023 4567 or 0300 123 9123
- Switchboard: 020 7964 1000
- Fax: 020 7964 1001
- Email: complaint.info@financial-ombudsman.org.uk
- Website: www.financial-ombudsman.org.uk
All complaints are recorded and reviewed to help improve service standards, enhance customer outcomes, and ensure ongoing compliance with regulatory requirements.
