We at PCF Bank are committed to providing products and services of the very highest standards
If you have any cause for concern, or if you feel that we haven't lived up to your expectations in any way, we will do our best to resolve this to your satisfaction.
If you have a complaint you can also contact us at:
Complaints Officer
PCF Bank Limited
Dashwood House
69 Old Broad Street
London EC2M 1QS
Phone us: 020 7042 2700
Email us: [email protected]
When getting in touch with us, please be sure to include the following information;
- your name and address
- your customer / agreement / account number
- a telephone number if you would like us to call you
- details of your complaint or concerns.
Upon receipt of your complaint we will send you an acknowledgement within 5 working days. We will aim to resolve your complaint as soon as possible, but if we are unable to do so by the end of eight weeks after receipt, we will write explaining why we are not in a position to send you a final response letter and indicate when we expect to be in a position to provide one.
A note regarding complaints relating to Discretionary Commission Arrangements
On 11 January 2024 the Financial Conduct Authority (FCA) paused the time limit rules for complaints in relation to Discretionary Commission Arrangements. This pause is effective until 25 September 2024, after which time (unless otherwise determined by the FCA) we will be required to issue a final response letter within a further eight weeks of that date. Please see this link to the FCA’s announcement regarding this pause and other information: https://www.fca.org.uk/carfinance
You also have the right to refer any Discretionary Commission Arrangement complaint made after 12 July 2023 to the Financial Ombudsman Service, free of charge - but you must do so within 15 months of receiving your final response letter.
If you're still not happy
If we are unable to fully resolve the complaint within eight weeks, or you are not happy with our final response you may be able to refer the matter to the Financial Ombudsman Service.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Free phone: 0800 023 4567
Low-cost phone: 0300 123 9123
Call from abroad: +44 20 7964 0500
Email: [email protected]
Website: www.financial-ombudsman.org.uk/businesses/resolving-complaint/ordering-leaflet/leaflet
