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Legal Information

Complaints Policy

We are committed to providing products and services of the highest standard. If you are not entirely satisfied with any aspect of our service, please tell us immediately.
1. Introduction

Thank you for taking the time to read this Complaints Policy. You may have been directed here during your dealings with Calmaire Commercial Finance, an Appointed Representative of Optimum ELITE. You may raise a complaint directly with us, or, if you prefer, you can make a complaint to Optimum ELITE as the Principal Firm.

Calmaire Commercial Finance is committed to providing products and services of the highest standard. If you are not entirely satisfied with any aspect of our service, please tell us immediately. We are also a member of the NACFB and adhere to its Code of Practice.

Our complaints team will investigate your complaint competently, diligently, and impartially.

2. How to Make Your Complaint

Please contact us as soon as possible. You can call, email, or write to us using the details in section 5 of this policy.

When making a complaint, please provide:

  • Your name and address
  • Your agreement or policy number (if applicable)
  • Contact details
  • A clear description of your complaint and whether any third party is involved
  • What you would like us to do to resolve the matter
  • Any supporting documents (if applicable)
3. What Happens Next?

We aim to resolve complaints quickly. We will:

3
Working Days

Contact you within 3 working days to acknowledge your complaint and clarify any details. If resolved within 3 working days, issue a Summary Resolution Communication confirming the matter is closed.

4
Weeks Target

We aim to resolve all complaints within 4 weeks, but we have up to 8 weeks to provide a Final Response. If it will take longer than 8 weeks, we will update you with reasons and expected timelines.

Our Final Response will explain:

  • What we found
  • Any action we will take
  • How we reached our decision
  • Your right to refer to the Financial Ombudsman Service (FOS) within 6 months if you remain dissatisfied
Important Time Limits
The FOS cannot consider a complaint if it is referred more than 6 months after our Final Response, more than 6 years after the event, or (if later) more than 3 years from when you became aware you had cause to complain. We will indicate in our communication whether we consent to waive relevant time limits, as per FCA DISP rules.
4. Forwarded Complaints

If we identify that another party is solely or jointly responsible, we will forward your complaint to them promptly and inform you in our Final Response.

If we are jointly responsible, we will investigate our part and respond accordingly. If we receive a forwarded complaint, we will apply our standard complaint-handling process from the date we receive it.

Depending on the circumstances, you may also refer complaints to the Financial Ombudsman Service, the ICO, or the NACFB. The NACFB recommends trying to resolve the issue with us first. Note that the NACFB has no power to award compensation.

5 Complaints Handling Contact Information

Calmaire Commercial Finance

Unit 1, 58 Portland Street, Kilmarnock, Scotland, KA1 1JG
Tel: 0789 4304923
Email: [email protected]

Complaints Manager:

Stuart MacMillan

6 Further Support

If you are dissatisfied with our handling of your complaint or our decision, you may be able to contact the Financial Ombudsman Service (FOS), provided your complaint concerns a regulated activity or you are an eligible complainant.

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