Complaints Policy

COMPLAINTS POLICY
Pebble Commercial Finance Ltd
Last Updated: 22nd November 2026

1. Introduction

Pebble Commercial Finance Ltd are committed to providing products and services of the highest standard. If for any reason you feel you are not entirely satisfied with any aspect of our service, please let us know straight away.

We are a member of the NACFB and adhere to their Code of Practice.

Our Complaints department will investigate your complaint competently, diligently and impartially.

2. How to Make a Complaint

Firstly, let us know what has happened. You can contact us by telephone, email or in writing using the contact details provided below.

To help us investigate your complaint efficiently, please provide:

• Your name and address

• Your agreement number or policy number (if applicable)

• Details of how we can contact you

• A clear description of your complaint and whether any third party is involved

• Details of what you would like us to do to resolve your complaint

• Copies of any relevant supporting documentation (if appropriate)

3. What Happens Next?

Pebble Commercial Finance Ltd aim to resolve all complaints as quickly as possible. We will consider all available evidence, the circumstances of your complaint, and any relevant laws or regulations. We will keep you regularly updated and discuss our findings with you.

We will contact you within three working days to confirm that we are considering your complaint and to clarify any points if necessary.

If we are able to resolve your complaint within three working days, we will send you a Summary Resolution Communication. This written confirmation will confirm that you made a complaint and that we now consider the matter resolved.

If we are not able to resolve your complaint within three working days, we will issue an initial response letter outlining the circumstances of your complaint.

We aim to respond to all complainants within four weeks. However, we have up to eight weeks from the date of receipt of your complaint to investigate and provide our final response.

If it is going to take more than eight weeks to resolve your complaint, we will update you on our progress and explain why the matter is still ongoing.

Once we have fully investigated your complaint and reached a decision, we will write to you with our final response. This will be a detailed letter explaining what we have found, what we plan to do (if applicable), and how we reached our decision.

If you are unsatisfied with the outcome of our investigation, the final response letter will explain that you may have the right to refer your complaint to the Financial Ombudsman Service within six months of the final response being issued by Pebble Commercial Finance Ltd.

The Ombudsman cannot consider a complaint if it is referred:

• More than six months after the date on which the final response, redress determination or summary resolution communication was sent; or

• More than six years after the event complained of; or (if later)

• More than three years from the date on which the complainant became aware (or ought reasonably to have become aware) that they had cause for complaint.

We will indicate within our communication whether we consent to waive the relevant time limits as set out in the FCA Handbook (Dispute Resolution), if applicable.

4. Complaints Forwarding

Where Pebble Commercial Finance Ltd identify that a third party may be solely or jointly responsible for the matters disclosed within a complaint, we will forward the complaint to the relevant party without delay.

We will notify you in a final response letter that we have referred the matter to the third party for investigation.

Where we are jointly responsible for matters disclosed within a complaint, we will investigate the element relating to us and respond accordingly.

Where Pebble Commercial Finance Ltd is in receipt of a forwarded complaint, we will acknowledge the complaint and apply the standard time limits for response from the date of receipt.

If you subsequently decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to the Financial Ombudsman Service, the ICO or the NACFB, depending upon the circumstances.

The NACFB suggests attempting to resolve the complaint directly with us in the first instance. If the complaint is referred to the NACFB, they will investigate the complaint competently, diligently and impartially. It is important to note that the NACFB has no powers of sanction relating to any form of compensation.

5. Complaints Handling Contact Information

If you wish to make a complaint, please contact:

Pebble Commercial Finance Ltd
Station Business Centre
1–5 Victoria Street
Chadderton
Oldham
OL9 0HH

Telephone: 07514789658
Email: [email protected]

Complaints Manager: Shafique Miah

6. Further Support

If you are not satisfied with how Pebble Commercial Finance Ltd has dealt with your complaint, or you are not happy with our final decision and wish to take the matter further, you may be able to contact the Financial Ombudsman Service (FOS), provided the complaint concerns a regulated activity or you fall within the classification of an “eligible complainant”.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Consumer helpline: 0800 023 4567 or 0300 123 9123
Switchboard: 0207 964 1000
Fax: 0207 964 1001
Email: [email protected]