Complaints

If something has gone wrong with the service provided by Edge Commercial Finance Ltd (company number 16676452), please tell Chris Canham directly – by phone on 020 3951 6426 or by email to chris@edgecommercialfinance.com. Please include your name, the property or deal concerned, what has happened and the outcome you are looking for. You can complain verbally or in writing; we will confirm the details back to you in writing.

We will acknowledge your complaint within five working days. We will investigate fairly and aim to send you a full written response within eight weeks. If we need longer, we will tell you why and when you can expect our final response.

Edge Commercial Finance is a member of the National Association of Commercial Finance Brokers (NACFB) and is bound by its Code of Practice. We would always like the chance to put things right first. But if you are not satisfied with our response, or would prefer not to raise it with us directly, you can complain to the NACFB:

What happens next

1. Raise it with us first. The NACFB recommends trying to resolve the issue directly with the member firm, although this is not compulsory.
2. Acknowledgement. The NACFB will contact you within three business days to confirm it is considering your complaint.
3. Investigation. The NACFB investigates whether the member has followed its Code of Practice. It cannot award financial compensation.
4. Final response. The NACFB's final response will explain any further options open to you.

If your complaint is about a lender, its product or its lending decision, it should be raised with that lender under its own complaints procedure. We will give you the lender's details and help where we can.

Edge Commercial Finance Ltd is not authorised or regulated by the Financial Conduct Authority. The finance we arrange – commercial mortgages, unregulated bridging and development finance for corporate and investment borrowers – falls outside FCA regulation, so complaints about our service are not eligible for referral to the Financial Ombudsman Service. If your lender is FCA-authorised and you are an eligible complainant, you may be able to refer a complaint about that lender to the Ombudsman, usually within six months of the lender's final response.