We want every client to be happy with our service. If something has gone wrong, please tell us. We take every complaint seriously, it costs you nothing to raise one, and it will not affect how we treat you.
This is also the right place if you want your fee refunded, or you think our service has cost you money. In financial services those count as complaints, so they go through the process below and get the same protections, including your right to go to the Financial Ombudsman Service.
How to complain
Complaints are handled personally by Hassen Draper. However you get in touch, we will listen and act on your concerns. The easiest way is simply to talk to us about it:
- By phone on 0203 355 3565
- By email at complaints@uklending.london
- By post at One Canada Square, Fora 8th Floor, Canary Wharf, London E14 5AA
To help us investigate and put things right, please include:
- your name and address;
- the name of the adviser you dealt with;
- any relevant account or policy numbers;
- a description of what happened and how it has affected you;
- when it happened;
- a contact number, or another way to reach you, and a convenient time to call.
You do not need to use any particular form of words, and you do not need to quote any rules at us.
What happens next
We will do everything we can to resolve your complaint as soon as we receive it. We will get in touch to discuss it and agree how to put the problem right.
If we can resolve it within 3 business days of receiving it, we will send you written confirmation, and we will tell you about the Financial Ombudsman Service at the same time.
More complex issues take longer to look into properly. If that is the case, we will send you an acknowledgement letter setting out the next steps and when you can expect to hear from us, we will keep you updated as we go, and we may come back to you for more information.
Our final response
Once we have finished investigating, we will send you a final response. It will explain what we found, how we reached our decision, and what we are going to do to put things right. You will always get it within 8 weeks.
If you are not happy with our answer
If you disagree with our decision, or if it has been over 8 weeks since you first raised your concerns with us, you may be able to refer your complaint to the Financial Ombudsman Service. It is a free and independent organisation that settles disputes between consumers and financial services businesses, and using it does not affect your legal rights.
You need to contact them within 6 months of the date of our final response. We will send you their leaflet with our final response so you have everything you need.
You can reach the Financial Ombudsman Service at financial-ombudsman.org.uk, by email at complaint.info@financial-ombudsman.org.uk, by calling 0800 023 4567, or by writing to Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Some products, such as certain buy to let mortgages, bridging finance and commercial lending, are not regulated by the Financial Conduct Authority. The ombudsman may not be able to look at complaints about them. If that applies to your complaint, we will tell you when we respond.
Complaints about your data
If your complaint is about how we have handled your personal information, our Privacy Policy explains your rights. Please tell us first so we can put it right. You also have the right to complain to the Information Commissioner's Office at ico.org.uk or by calling 0303 123 1113.