COMPLAINTS PROCEDURE

• Complaints can be made by letter, email or telephone at

- ADDRESS - PHIL EDMONDSON, STERLING FINANCE LLP, UNIT 3 ASHWAY, THORP ARCH WETHERBY LS237FA

- EMAIL - phil@sterlingfinance.co.uk

- TELEPHONE - 01937840560

• We will acknowledge receipt of the complaint by customers preferred method within three working days
• We aim to resolve all complaints as quickly as possible. If it is not possible to reach a prompt conclusion, we will contact the customer with an explanation, and set out expected timescales by which matters should be resolved
• We aim to resolve all our customer complaints internally. If, however, the customer is not satisfied with the final outcome of our complaints procedure, they are able to contact The Financial Ombudsman, details can be found at:

http:www.financial-ombudsman.org.uk/contact/index.html

Non-Financial complaints can be directed to Trading Standards

• The customer may also contact the BVRLA Conciliation Service as an approved Alternative Dispute Resolution service. Details can be found at www.bvrla.co.uk or by contacting complaint@bvrla.co.uk member number 7272