Complaints Policy

Our complaints policy

Boost Asset Finance Ltd (trading as Boost Finance) aims to provide the highest level of customer care. If you’re unhappy with any part of our service, please tell us so we can put it right.

Boost Asset Finance Ltd is an Appointed Representative of EFT Finance Limited, which is authorised and regulated by the Financial Conduct Authority (FRN 667290). EFT Finance Limited is responsible for how complaints about our regulated activities are handled.

How to complain

Contact us in the first instance, giving your name, your business name if relevant, and as much detail as you can about your complaint:

You can also complain directly to our principal firm: The Directors, EFT Finance Limited, Milnwood, 13 North Parade, Horsham, West Sussex, RH12 2BT, or email compliance@eftfinance.co.uk. You can read EFT Finance’s complaints policy on their website.

What happens next

• We’ll acknowledge your complaint promptly and keep you updated.
• We’ll investigate fairly and aim to resolve it as quickly as possible.
• We’ll send you a final response in writing within eight weeks of receiving your complaint. If we can’t, we’ll write to explain why and tell you when we expect to respond.

If your complaint is about your finance agreement itself, for example payments or the terms of the agreement, please also contact the lender, as they are responsible for the agreement.

The Financial Ombudsman Service

If you’re not happy with our final response, or you haven’t received one within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service. It’s free to use. You must normally do this within six months of the date of our final response.

Not all business customers are eligible to use the Financial Ombudsman Service. It can generally help consumers, micro-enterprises and some small businesses, charities and trusts. The Ombudsman will confirm whether it can look at your complaint.

You can ask us for a copy of our full complaints handling procedure at any time.