We strive to make sure that we provide great products and services to our customers. But we know sometimes things can go wrong. If you have any reason to complain, it’s important for you to let us know, so we can work to address your concerns and put things right.
If you need to make a complaint, you can contact us by email, phone, live chat or in writing.
The easiest way is to email us using the link below outlining your complaint:
By Email: complaints@premfina.com
Alternatively, you can contact us using your preferred method of communication:
By Live Chat: click on the link “Talk to us online” at https://helpcentre.premfina.com
By Phone: 0330 165 9367
Our Client Contact team is available are Monday to Friday from 8.30am – 5.30pm.
(Please note our busiest times for calling are between 11.00am – 2.30pm Monday to Friday and occasionally it may take us a little longer to get to your call.)
By Post: PremFina Limited – Client Services, Customer Complaints, Tintagel House, 92 Albert Embankment, Vauxhall, London SE1 7TY
We aim to resolve your complaint as soon as you get in touch with us. However, where we need to investigate your complaint in more detail, we’ll acknowledge your response within five business days.
We will aim to complete our investigation of your complaint as quickly as possible. If we are not able to complete our investigation within 3 business days, we will provide you with a written final response within eight weeks of your initial complaint.
If you do not receive a final response within eight weeks or you are not satisfied with the final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge. You must do this within six months of the date of the final response.
You can contact the Financial Ombudsman Service on the following details:
By Phone: 0800 023 4567
By Fax: 020 7964 1001
By Post: Exchange Tower, Harbour Exchange, London E14 9SR