Complaints Procedure

It’s very important to us that our customers are treated fairly. We have policies in place which ensure that fairness and transparency are embedded in the way we work. For example, we work with our customers to develop bespoke equipment finance solutions that meets the precise needs of their business. We also keep them fully informed about any changes that we make to our terms promptly.

At Manitou Finance Limited 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.

How to contact us:

Manitou Finance
Business Support and Control
Northern Cross Basing View
Basingstoke
Hampshire
RG21 4HL

Tel: 0345 2666220

Email: [email protected]

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 Communication. 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:

  • An individual customer – or joint customers – of a financial services business
  • Individuals who act as personal guarantors for loans to businesses they’re involved in
  • A ‘micro-enterprise’ (a type of small business) with an annual turnover or balance sheet that does not exceed €2 million and fewer than ten employees
  • A charity with an annual income of less than £6.5 million
  • A trust that has a net asset value of less than £5 million
  • A small or medium-sized enterprise (SME) with an annual turnover of no more than £6.5 million and fewer than 50 employees

For further information the Ombudsman can be contacted at:

Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: [email protected]
Website: www.financial-ombudsman.org.uk

Registered Office Address: Ebblake Industrial Estate, Verwood, Dorset, BH31 6BB. Registered in England No. 2308212 Authorised and regulated by the Financial Conduct Authority. CA95145