Complaints Procedure

At CLAAS Financial Services, we are committed to providing you with the best service possible. If for any reason you are not entirely satisfied with our service, please let us know. Your views are important to us and your feedback will help us improve the products and services we offer.

CLAAS Financial Services
Customer Services
Northern Cross Basing View
RG21 4HL

Tel: 0345 2666225

What we will do:

We will do our best to resolve your complaint quickly and where possible within 3 business days. If we have resolved your complaint to your satisfaction within this timeframe we will send you a Summary Resolution Letter. If your complaint is more complex and we are unable to resolve it immediately we will:

  • Provide a written acknowledgement of your complaint within 5 working days with the name and contact details of the member of staff investigating your complaint;
  • If your complaint is still outstanding after 4 weeks, we will write to you and let you know when we will be in a position to issue our response.
  • We will aim to provide you with a final response to your complaint within 8 weeks of receipt. If you are not satisfied with our final response, or 8 weeks have passed since you first raised your complaint with us, you may have the right to escalate your complaint to the Financial Ombudsman Service free of charge.

Financial Ombudsman Service

The Financial Ombudsman Service can consider complaints from customers with Agreements ‘Regulated’ by the Consumer Credit Act 1974. Your Agreement should be ‘Regulated’ if you are a sole trader, partnership of 2 or 3 persons or an unincorporated body of persons and the value of the credit or the amount of payments is £25,000 or less.

For more information please contact:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Claas Financial Services Limited. Registered Office Address: Northern Cross, Basing View, Basingstoke, Hampshire RG21 4HL. Registered in England No: 5854271. Authorised and regulated by the Financial Conduct Authority.