We want to provide a fair, prompt and clear service. If you are unhappy with anything we have done, please tell us so we can investigate and try to put matters right.
How to complain
Email support@sandhurstassociates.zendesk.com, call 0800 808 5541, or write to Customer Complaints, Richard House, 9 Winckley Square, Preston, Lancashire, PR1 3HP.
What to include
- Your name and contact details.
- What happened and when.
- Any relevant application or agreement reference.
- Who you have already spoken to.
- What you would like us to do.
What happens next
We will try to resolve straightforward concerns promptly. If we cannot, we will acknowledge the complaint, identify who is handling it and investigate fairly. We may ask for more information and will keep you informed where the investigation is continuing.
Our final response
We aim to send a final response as soon as possible and normally within eight weeks of receiving a regulated complaint. It will explain our decision, any proposed remedy and your Financial Ombudsman Service rights where applicable.
Financial Ombudsman Service
If you are an eligible complainant and remain dissatisfied, you can normally refer the complaint to the Financial Ombudsman Service within six months of our final response. Visit financial-ombudsman.org.uk, call 0800 023 4567 or write to Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
Motor finance commission complaints
Special FCA rules, court proceedings or regulatory pauses may affect how some historical motor-finance commission complaints are handled. We will explain an applicable timetable using current rules rather than promise an outcome or payment date.
Making a complaint is free and will not affect the fair treatment of a current enquiry.