- info@macmanus.finance
- 01443 800621
Complaints Procedure
MacManus Asset Finance aims to provide our customers with the highest standards of service. If our service fails to meet your requirements we will endeavour to find a resolution.
The definition of a complaint:
Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service, which:
a) Alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and
b) Relates to an activity of our firm, or of any other firm with whom we have some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.
What Complaints We Can And Can’t Deal With
We can only handle complaints about the work, staff and levels of service provided by our company.
We can’t deal with:
- Complaints regarding the conduct or service of a specific finance company.
- Complaints regarding equipment you have purchased.
In the event your complaint relates to one of the above we will, where possible provide you with details of how to contact them directly.
Complaints About MacManus Asset Finance
In the first place, talk to the person who handled your transaction: that’s usually the quickest way to resolve a problem. If you’re still not satisfied, speak to our head office on.
Phone: 01443 800621 (lines are open from 9:00am to 5:00pm Monday to Friday, excluding bank holidays). If that doesn’t solve the problem, you can make a formal complaint to our Complaints Manager.
How to Make a Formal Complaint
You can make a formal complaint by post, online or by phone.
Write to:
Complaints Manager Compliance Department, MacManus Asset Finance Ltd, Britannia House, Caerphilly Business Park, Caerphilly, CF83 3GG
Email: info@macmanus.finance
Customer Complaint Procedure
1) We aim to resolve a complaint by close of business the following business day of its receipt. This will still be investigated competently, diligently and impartially; be assessed fairly, consistently and promptly; and all relevant factors will be taken into account.
2) If we are unable to resolve your complaint the following business day, we will send you a written acknowledgement within five working days of receiving your complaint. The acknowledgement letter will outline the result of the investigation if this has been completed.
3) If the investigation has not been completed, the acknowledgement letter will confirm that we will:
a) Provide you with regular updates on our progress. You may contact us at any stage.
b) Advise you that if our investigation has not been completed within 8 weeks of our receipt of the complaint, we will write to you informing you why we are not yet in a position to resolve your complaint. If you are not satisfied with our progress, you may refer the matter to the Financial Ombudsman Service. A copy of the Financial Ombudsman Services standard explanatory leaflet will be issued with the week 8 response letter.
c) Advise you that on completion of our review, we will write to you informing you of the outcome.
4) Following the completion of the investigation, we will issue a written Final Response letter to you. The Final Response letter will be fair, clear and not misleading and will provide you with:
- Details of the investigation;
- The outcome of the investigation;
- If relevant, any offer of remedial action(s) or the appropriate level of redress (or both), and the basis of calculation;
Investigating A Complaint
The investigation will include as a minimum:
- A review of the relevant client file;
- Take into account any information and /or documents submitted by you.
- If necessary , a request for any additional information; and
- Contact with the relevant provider(s), if relevant
If you are not satisfied with our decision and you are a private individual, firm, charity, or organisation with less than a £1,000,000 turnover, you can refer the matter to the Financial Ombudsman Service at:
The Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR
If you refer your complaint to the Financial Ombudsman, this should be referred as soon as possible after our final response and within six months.
Before you refer the matter to the Financial Ombudsman, you may contact them to discuss whether your complaint is within their jurisdiction at 0800 023 4 567 or you can visit their website.
Table of Contents
The definition of a complaint:
What Complaints We Can And Can’t Deal With
Complaints About MacManus Asset Finance
How To Make A Formal Complaint
Customer Complaint Procedures
Investigating A Complaint
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How to Apply for Unsecured Business Loans
We make your VAT loan journey as simple as possible.
As your trusted business finance partner, we work closely with you every step of the way to ensure a seamless process:
01
Consultation and Options
From your first call, email or completed webform we will act as your trusted partner, understanding your objectives and putting together options for you to consider.
02
Information Gathering
We may need to ask you some general business questions and ask for some financial information from you in order to carefully prepare your personalised quotation from our funding panel.
03
Funding Application
Once you have reviewed your no obligation quotations and are happy to proceed we will prepare your application and liaise with the lenders to secure the funding you need.
04
Agreement Finalization
Unlike some brokerages, we do not charge you any payments or fees for our brokerage service, so your engagement with us is entirely cost, risk and obligation free.
05
Deal Activation
From here we ensure everything is finally packaged and presented to the finance company who will activate your agreement and pay HMRC directly, or, subject to approval, to you, allowing you to enjoy the peace of mind that you wont incur any late payment surcharges and have the added benefit of the additional working capital.
Why choose MacManus Finance for Asset Finance?
UK firms are well advised to engage the service of a skilled independent brokerage who can save them time and money by accessing the widest panel of options, who are Authorised and Regulated by the Financial Conduct Authority and are full members of the National Association of Commercial Finance Brokers trade association, as membership of both requires firms to demonstrate the highest standards of integrity and submit to consistent monitoring of activities, providing the business owner with confidence in the firm they have chosen to work with.
MacManus Asset Finance are one such firm – directly authorised by the Financial Conduct Authority, full members of the National Association of Commercial Finance Brokers, and with a customer base of almost 300 UK businesses whom we have supported for over 15 years.
This credibility combined with an extensive panel of asset finance providers, including some of the best priced, and most flexible lenders in the marketplace provides a winning combination.
Our business motto is “Never Just a Number” – and we take pride that our clients never feel like they are just a number to us, as so many business owners are made to feel by larger financial institutions.
Your business success is our business success, we never take our clients for granted, and will always aim to deliver more than our clients expect.
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Broker of the Year 2024
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Frequently Asked Questions
Reasons to use Unsecured Business Loans
- Unsecured Business Loans can be arranged typically from 3 months up to 60 months and can therefore solve a wide number of issues from very short term to longer term funding requirements.
- Typically a business loan is a suitable option if none of the above facilities are more appropriate to the purpose funding is required for.
- A business may need a 3 to 12-month loan to cover an unexpected event for which funding is immediately required but can be cleared very quickly by future revenue or perhaps a lump sum of funds due to be received shortly.
- Examples of this could be to cover tax bills, insurance premiums, a bad debt, clients changing payment terms, a vehicle or asset breakdown or other short term cashflow blip.
- Unsecured Business Loans between 1 and 5 years are often sought for medium to long term requirements. These can include investment in growth to fund new staff costs with turnover increases taking time to catch up with the immediate additional employment cost.
- Other examples can include refurbishment of commercial property, other business debt consolidation, funding to buy out a shareholder, to assist in providing liquidity to trade through an industry or general economic downturn or recession.