How we will handle your complaint?

At Hitachi Capital our customers are at the heart of everything we do so we are committed to providing you with the best possible service.
We take accountability and want to make sure we deliver on our promises but we do realise that sometimes things don’t always go to plan and we may need to put things right.

If you are not satisfied with any product or service you have received from us our internal complaint handling procedures are here to deal with your concerns.

We can be contacted using the following options.

• Web: www.hitachicapital.co.uk/business-finance/contact-us
• Telephone: 01784 227333
• Email: bfcomplaintsteam@hitachicapital.co.uk
• Post: Complaints Team Hitachi Capital Business Finance, Hitachi Capital House, Thorpe Road Staines-upon-Thames, Surrey TW18 3HP

We value our customers extremely highly and take all customer complaints seriously. When a complaint is received we always aim to investigate it quickly in order to identify the root cause, prevent any reoccurrence and, wherever possible, resolve the complaint to the customer’s satisfaction.

We always apologise for mistakes or instances where our service did not meet our usual high standards.

For details of our Privacy Policy please refer to the information using this link www.hitachicapital.co.uk/hcbf-privacy-notice/

If we receive a complaint which is the responsibility of one of our partners then your concerns will be referred to them in writing. We will also write to you confirming that your complaint has been referred on and include partner details.

How long will it take?

Most complaints can be resolved quickly by our Customer Service team, but there may be occasions where we need more time to investigate and resolve your issue. We will acknowledge your complaint in writing within 5 working days and whilst your complaint is being investigated you will receive regular updates on the progress of the investigation.

We will aim to resolve your complaint at the earliest opportunity and if we are unable to resolve it within eight weeks of receipt we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution.
If we have not responded within 8 weeks and you are unhappy with the progress, at this point you may be eligible to refer your compliant to the Financial Ombudsman Service free of charge. You must contact them within six months of the date of our final response letter to you.

Financial Ombudsman Service

The Financial Ombudsman Service can consider complaints relating to a finance agreement regulated by the Consumer Credit Act (CCA) from;

A Consumer
A micro-enterprise (annual turnover of up to 2 million euros and fewer than 10 employees)
A charity with an annual turnover of less than £1 million
A trustee of a trust which has a net asset value of less than £1 million

For more information please use the contact details below;

• Write to: Financial Ombudsman Service Exchange Tower, London E14 9SR
• Telephone: 0300 123 9123
• E-mail: complaint.info@financial-ombudsman.org.uk
• Website: www.financial-ombudsman.org.uk