Last Updated: 10/12/25

Edinburgh Asset Finance is committed to a professional and transparent service. If you have

concerns about our service, please tell us so we can address them. Below is our guidance

for a complaint about our pawnbroking services and regulated activities.

  1. What Counts as a Complaint?

A complaint is:

Any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of an eligible complainant relating to our services, alleging financial loss, material distress or inconvenience.

There is no charge for making a complaint.

  1. How to Make a Complaint

You may reach out to us with your complaint information through any of the following

methods:

Phone: 0131 556 2500
Email: info@edinburghasset.co.uk
Post:
Edinburgh Asset Finance
7 Hopetoun Crescent
Edinburgh
EH7 4AY

  1. We aim to resolve your complaint within 3 working days

We will conduct a fair, thorough investigation and issue a Summary Resolution Communication confirming:

  • How the matter was resolved
  • Any redress offered
  • Your right to refer the matter to the Financial Ombudsman Service (FOS)
  1. If Your Complaint Requires Further Investigation

If we are unable to resolve your complaint within three working days:

  • You will receive a written acknowledgement
  • We will outline our understanding of your concerns
  • We will conduct a fair, thorough and timely investigation
  • We will keep you updated throughout
  1. Final Response

We aim to issue a Final Response within 8 weeks of receiving your complaint.

Our Final Response will:

  • Be fair, clear and not misleading
  • Explain our findings
  • Detail any corrective action or redress
  • Explain how to escalate your complaint to the FOS
  1. If You Remain Dissatisfied

You may contact the Financial Ombudsman Service:

Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567 or 0300 123 9123
Website: www.financial-ombudsman.org.uk

You must refer your complaint within 6 months of our Final Response.

  1. Additional Information

You may refer a complaint to the FOS at any stage.
However, if we have not yet issued our Final Response and are still within the 8-week timeframe, the FOS may require our consent to proceed.