Complaints Procedure
Complaints Procedure & Policy for Pioneer Finance Group Limited
At Pioneer Finance Group Limited, we are committed to providing the best possible service to our customers. However, we recognise that sometimes things do not go as planned, and when this happens, we encourage you to share your feedback with us. This allows us to resolve any issues promptly and continually improve our service.
We aim to:
- Make it easy for you to provide feedback
- Give your feedback the attention it deserves
- Resolve any issues fairly and without delay
- Ensure that you are satisfied with the resolution
If you have any cause for complaint, please let us know.
How to Make Contact
You can contact us using the following methods:
Telephone: 020 8087 1085
(Calls may be recorded for training and monitoring purposes.)Email: admin@pioneerfinance.co.uk
Post:
Complaints Manager
Pioneer Finance Group Limited
9 Willow Road
Stamford
PE9 2FF
How We Will Handle Your Complaint
We aim to resolve complaints promptly, fairly, and to your satisfaction. Upon receipt of your complaint, we will acknowledge it within 5 working days and aim to resolve it as quickly as possible. We will communicate regularly with you during this process. Our goal is to provide a final response within 8 weeks. This response will either:
- Issue a decision letter outlining our final response and the reasons behind it, or
- Explain why we cannot provide a final response yet, including an expected timeline for resolution,
- In both cases, we will provide you with contact details for the Financial Ombudsman Service.
If You Are Still Not Satisfied
If, after 8 weeks, you are not satisfied with our response, or if we have failed to issue a response within that time, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) for an independent review. The FOS offers a free service to help resolve complaints.
Contact details for the FOS:
- Telephone: 0800 023 4567
- Email: complaint.info@financial-ombudsman.org.uk
- Website: www.financial-ombudsman.org.uk
For further details, please refer to the FOS website.
Discretionary Commission Arrangements (DCAs)
We also adhere to the FCA's guidelines regarding Discretionary Commission Arrangements (DCAs). If your complaint concerns the use of DCAs in motor finance agreements, please be aware that we may not be able to issue a full response within the usual 8-week timeframe due to temporary regulatory changes outlined in PS24/1.
Complaints Categories and Reporting
To comply with FCA reporting requirements, complaints will be categorised as follows:
- Advising, selling, and arranging
- Terms and disputed sums/charges
- General administration/customer service
- Arrears related
Complaint Resolution Process
Once a complaint is received, it will be assessed by the individual responsible for compliance. The following process applies:
- Acknowledgement of the complaint within 5 working days.
- Investigation into the issue, ensuring impartiality.
- A written response within 20 working days.
- If additional time is needed, we will provide a clear timescale within 40 working days (8 weeks).
- If the complaint is upheld, appropriate remedial action or redress will be offered.
Record Keeping & Reporting
We are committed to recording, analysing, and reporting all complaints to ensure we identify and address any recurring issues or systemic problems. Complaints are logged and maintained in a Complaints Register, which is monitored regularly to ensure timely resolution.
We will also include relevant complaints in reports submitted to the FCA to comply with regulatory requirements.
Handling 3rd Party Complaints
If the subject matter of the complaint concerns another financial institution, we will refer the matter to the relevant firm with your written consent. We will notify you of the referral and provide you with contact details for the third-party responsible for investigating your complaint.
Company Details
Pioneer Finance Group Limited (Company number 13844909) is authorised and regulated by the Financial Conduct Authority (FRN 1019293) for consumer credit activities. We are committed to treating our customers fairly, in line with the FCA’s rules and regulations.
