Complaints Procedure

We'd like to think you should never have to but if you wish to make a complaint

We take our complaints very seriously and Brantwood Finance Company understand that the customer is at the forefront of our business. We aim to maintain a good working relationship with our customers and will go beyond our means to resolve any issues they may have.


How to make a complaint

If you feel that you would like to complain about any service or product that you have received from Brantwood Finance Company then please visit our contact page and get in touch.

We do advise you to discuss the matter with your Agent first and he will review your complaint with a member of our management team.

We aim to resolve all complaints within 3 days of receipt with written confirmation of the resolution. However if we are unable to resolve the complaint within the said time frame, we will advise the complainant the reason for the delay. We will anticipate making further contact within 8 weeks of reciept of the complaint.

After the 8 week time period, we will issue a final response. If we are not in a position at this time to issue a final response, we will send you a letter explaining the reason for the continued delay and when we anticipate being able to issue you a final response.

If you are dissatisfied with our response or you wish to take the matter further, as registered members of the CCA you may write to them at Consumer Credit Association, 1 Court Minerva, Minerva Ave, Chester CH1 4QT or contact via phone 01244 394760 or email

If by this time you are still unhappy with the resolution of your complaint, as a customer you have the right to refer the matter to the Financial Ombudsman Service, free of charge and within 6 months from your initial complaint. You must do this within six months of the date on the final written decision of resolution letter received. Simply forward your complaint letter to The Financial Ombudsman Service, Exchange Tower, London, E14 9SR. For more information please visit