Our Complaints Procedure
At Bibby Financial Services, we strive to provide our clients with a first class service, but understand that on occasions we may not get it right. We do work hard however to resolve any query or complaint quickly and always to the highest professional standards.
Our step-by-step process:
Step 1: Let your usual dedicated point of contact know
Please inform us of your complaint and how you think it should be resolved:
- By calling your credit controller or client manager
- Via e-mail to your credit controller or client manager
- By writing to the office where your account is managed
At this stage, we will contact you to acknowledge your complaint and gather all the information required to investigate. We aim to resolve your complaint within 48 working hours and promise to keep you informed throughout the process. We will call you to explain what we have done to put things right. We will also put our response in writing to you.
Step 2: Complaint Escalation
Our aim is to resolve your complaint within 48 working hours, however, if this is not possible it will be passed to a senior manager who will investigate further and aim to provide a solution within a further 48 working hours.
Finally, if your complaint has not been resolved to your satisfaction, it will be escalated to a senior director who will contact you to discuss your concerns and provide a solution within 5 working days.
Step 3: Feedback
We will follow up your complaint to ensure you were happy with the way in which it was handled and take on board any feedback you may have.
Bibby Financial Services is a member of the Asset Based Finance Association (ABFA) and, therefore, abides by its Code of Conduct at all times. In addition to our complaints process the ABFA Code of Conduct is complemented by an independent complaints procedure for businesses that feel they may have been treated poorly by a member. This is independently arbitrated and managed by Ombudsman Services.
Read more about the ABFA Code of Conduct