Our Commitment to You

We are committed to providing high standards of service. If at any time you are unhappy with the service you have received, we want to hear from you so we can put things right.

How to Make a Complaint

You can contact us in any of the following ways:

  • By post:

Promarine Finance Ltd
The Boar Shed
Shirl Heath
Kingsland
HR6 9RJ

  • By telephone: 01432 347 788
  • By email: stuart@marine-finance.org

You can make a complaint in writing, by email, by telephone, or through any other reasonable means. If you need assistance in making your complaint, we will be happy to help.

What Happens Next?

1. Acknowledgement

We will try to resolve your complaint as quickly as possible.

  • If we can resolve your complaint within three business days, we will send you a written confirmation of the outcome.
  • If we cannot resolve your complaint within three business days, we will send you a written acknowledgement within five business days of receiving your complaint.

Our acknowledgement will confirm:

  • Our understanding of your complaint
  • Who is dealing with it
  • How you can contact us

2. Investigation

Your complaint will be investigated fairly and impartially by someone who was not directly involved in the matter you are complaining about.

We may contact you if we need further information to help us complete our investigation.

3. Keeping You Informed

If we have not been able to resolve your complaint within four weeks, we will write to you to explain the reasons for the delay and tell you when we expect to provide a final response.

We aim to provide a full response within eight weeks of receiving your complaint.

4. Final Response

Within eight weeks of receiving your complaint, we will send you a Final Response letter which will:

  • Explain the outcome of our investigation
  • Set out our decision and the reasons for it
  • Confirm whether we uphold your complaint
  • Outline any offer of redress or remedial action (if applicable)

If we are unable to provide a final response within eight weeks, we will write to explain why and inform you of your right to refer your complaint to the Financial Ombudsman Service.

If You Are Not Satisfied

If you are not satisfied with our final response — or if eight weeks have passed since you first complained — you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).

You must refer your complaint to the Financial Ombudsman Service within six months of the date of our Final Response letter.

The Financial Ombudsman Service is independent and free to use.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123
Email: enquiries@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

We will provide you with a copy of the Financial Ombudsman Service’s explanatory leaflet when we issue our Final Response.

Complaints About Personal Data

If your complaint relates to how we have handled your personal data, you may also have the right to refer the matter to the Information Commissioner’s Office (ICO).

Information Commissioner’s Office

Website: www.ico.org.uk

Telephone: 0303 123 1113

Supporting Vulnerable Customers

We understand that some customers may be in vulnerable circumstances. If you let us know about your situation, we will take this into account and make reasonable adjustments where possible to support you.