Complaints Procedure

Harrington Finance is a trading style of Portman Finance Group Limited.

We see complaints management as integral to providing the best service levels possible and a way to further improve services and systems. Your complaint will be fully investigated by Portman Finance Group and you will be dealt with fairly and promptly.

Complaints Handling Procedure

The following is a summary of how Portman Finance Group deals with complaints:

Complaints should be managed quickly and fairly. Where possible, complaints will be resolved within 3 business days using the Early Resolution Procedure. For a complaint to be regarded as resolved we must be satisfied that your complaint has been addressed and resolved to your satisfaction. If this is the case, we will close the complaint and provide you with a Summary Resolution letter confirming the details and contact information for the Financial Ombudsman Service should you subsequently decide that the resolution is not satisfactory.

If it is not possible to resolve your complaint through the Early Resolution Procedure, you will be sent an acknowledgement in writing as soon as possible, and at the latest after 5 business days. Your complaint will be referred to senior management, who will investigate the complaint promptly, thoroughly and impartially.

If your complaint refers to the actions of a third party, that party will be asked to investigate and report back. If this occurs, you shall be notified of this and kept updated. In some circumstances where the third party is solely responsible for the complaint, the complaint will be referred to the third party who will respond directly to you. We will notify you in writing that the complaint has been referred. In these circumstances Portman Asset Finance will have no further obligation to deal with your complaint in accordance with its complaints procedure.

You will receive a response as soon as possible, and in any event, within 8 weeks of complaint receipt.

In the unlikely event your complaint remains unresolved within eight weeks; Portman Asset Finance will advise you in writing why a final response cannot be provided and when we expect to be able to do so. Details of the Financial Ombudsman Service will be provided. This will enable you, if you wish; to refer your complaint to the Financial Ombudsman Service should you be dissatisfied with the delay or the handling of your complaint.


Here is how you can contact us should you have a complaint:

By phone: 01604 761 276

By post:

Complaints Officer
Portman Finance Group
Portman House
300 Pavilion Drive
Northampton Business Park

By email:

When you write to us, please tell us:

Your name and address, or the name and address of the complainant if you are complaining on someone else’s behalf and your relationship to them.

Your daytime phone number (where we can contact you if we need to) and any times you would prefer us to contact you.

A clear description of your concerns or complaint. Details of what you would like us to do to put things right.

Independent Review of your Complaint

Should you be dissatisfied with our final response, you may, if you wish, refer the matter to the Financial Ombudsman Service. Any referral must be made within six months of the date of our final response. The Financial Ombudsman Service provides a free, independent and impartial service for customers to resolve disputes with financial firms.

The Financial Ombudsman Services say that they will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

The contact details for the Financial Ombudsman Service are set out below:

Post: The Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 0234 567


Part of Portman Finance Group, Harrington Finance are members of the Finance and Leasing Association (FLA). If you would like to make a complaint about Portman Leasing Limited directly to them, you may send your complaint to them at

You will not be entitled to use the FLA conciliation scheme if your complaint has been decided by
the Financial Ombudsman Service or a court.

More information can be found at the following:

Members of the Portman Finance Group voluntarily comply with the National Association of Commercial Finance Brokers (“NACFB”) Code of Practice and a copy is available on request from the NACFB or on its website at the following address:

Motor Finance Complaints relating to Discretionary Commission Arrangements.

On 11 January 2024, the Financial Conduct Authority (FCA) announced their intention to review historical commission arrangements across the motor finance industry. 

As part of this review, the FCA have confirmed that they are pausing the 8-week deadline for motor finance firms to provide a final response when the complaint is in relation to a discretionary commission arrangement between the lender and the broker. The pause will last for 37 weeks and allow the FCA to carry out a full review and confirm if any further action is needed. The pause is applicable to any relevant complaint received after 11 January 2024 and prior to 25 September 2024.

Consumers with a relevant complaint will have up to 15 months (from the date the firm sends its final response) to refer their complaint to the Financial Ombudsman Service, rather than the standard 6 months. The extension applies to complaints where the firm sent a final response to you in the period beginning 12 July 2023 and ending 10 January 2024, or where the firm sends a final response during the period beginning 11 January 2024 and ending 20 November 2024.

The amendment to the deadline only applies to complaints about regulated credit agreements used to acquire a motor vehicle and does not apply to any consumer hire agreements (Personal Contract Hire).

If we feel your complaint is one where the pause is applicable, we will confirm this in our complaint acknowledgement to you. 

To find out more information about the FCA motor commission review, visit their website: