Complaints

[DRAFT] If something has gone wrong, please contact Chris Canham directly using the phone number or email in the site footer, or in writing to our registered office. Please include your name, the deal or enquiry reference where possible, and a summary of what has happened and the outcome you are looking for.

[DRAFT] We will acknowledge your complaint promptly, in most cases within five working days. We aim to provide a final response within eight weeks. If we need longer, we will explain why and confirm when you can expect our final response.

[DRAFT] If you are unhappy with our final response, or if eight weeks have passed without one, you may be able to escalate the matter. The available route depends on the nature of the finance and your status as a borrower. We will explain the options open to you in our final response letter.

[DRAFT] Access to the Financial Ombudsman Service is limited to certain complainants and to complaints about regulated activities. Most cases we arrange (commercial mortgages to corporate borrowers, unregulated bridging, and development finance) fall outside the FOS remit. Where the FOS is available to you, we will confirm this in our final response and provide the referral details.