ART Business Loans is committed to providing a high quality, transparent and an accessible service to everyone we deal with. We aim to treat all of our customers and partners reasonably and fairly.
We handle any expression of dissatisfaction with our service which calls for a response as a complaint. We listen to complaints, treat them seriously, and learn from them so that we can continuously improve our service.
Our first step is normally to try to resolve complaints informally if possible. We will try to resolve the issue there and then. If a complainant is not satisfied with our response, the next step is to then make a formal complaint.
How to complain to ART Business Loans
We can receive complaints via the following methods:
- Letter
Address a complaint to the Chief Executive, unless the complaint is against
the Chief Executive, in which case address it to the Chairman of the Board. Send it to: ART Business Loans, Faraday Wharf, Holt Street, Birmingham, B7 4BB - Email
Address to the Chief Executive, to art@artbusinessloans.co.uk - Phone call: 0121 359 2444
All complaints, whether received verbally or in writing/by email, will be acknowledged immediately in writing, if it has not been possible to resolve the matter on the spot. A copy of ART’s Complaints Handling Policy & Procedures will be issued.
An investigation into all the circumstances surrounding the complaint will be undertaken.
We will aim to provide a detailed response as soon as possible, normally no later than 2 weeks after the receipt of the complaint. All reasonable efforts will be made to secure an outcome satisfactory to the complainant where possible.
We will ensure that the complainant is kept reasonably informed about the progress of the complaint.
In any event, we will provide a final response letter no later than eight weeks after receiving the complaint if we have not already resolved the matter by sending a response which the complainant has accepted in writing. A copy of the Financial Ombudsman Service consumer leaflet will be given to the complainant.
Where issued, our final response letter will state whether the complaint is accepted or rejected, and whether any redress is being offered.
In the event that we reject the complaint, we will provide the reasons why we are doing this.
If the complainant is not satisfied with our response, then he / she may refer the matter to the Financial Ombudsman Service. A copy of the Financial Ombudsman Service consumer leaflet will be provided by us, giving details of the scheme. Please note that any referral to the Financial Ombudsman Service must be made within six months of the date of our final response letter.
If for any reason, in exceptional circumstances, it has not been possible to resolve the complaint within eight weeks, we will issue a letter to the complainant explaining the reasons why. The complainant will be advised that the matter may be referred to the Financial Ombudsman Service if he / she is dissatisfied with the delay. A copy of the Financial Ombudsman Service consumer leaflet will be given to the complainant. Please note that a referral to the Financial Ombudsman Service must be made within 6 months of the date of our letter.
Confidentiality
All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998, subject to the need to disclose information as required by statutory authorities, and/or as a result of statutory, legal or parliamentary obligations placed on the organisation.
We will keep all records pertaining to a complaint for at least six years from the date of the complaint’s closure.