Complaints Policy

Please let us know if you are unhappy with our service so that we can resolve it.

We strive to provide the best possible service to our clients and to treat them equally. If something isn’t quite right, we appreciate the chance to figure out what went wrong so we can fix it.

Our complaints procedure is intended to:

  • Make it easy for you to report your complaint.
  • Ascertain that we fully comprehend and investigate what went wrong.
  • Resolve the argument in a fair and timely manner, and make sure you’re satisfied with the result.

How to Make a Complaint

Complaints should be sent to complaints@funding11.com for the fastest response. You may also write to Funding11, Elizabeth House, 28 Baddow Road, Chelmsford, Essex CM2 0DG.

How much time will it take?

We strive to accept complaints the same day they are received and address them within 12 working days (or seven working days if urgent). If we are unable to do so, we will contact you within the time frame and explain why and when you should expect a complete answer. We’ll keep in touch with you until your complaint is resolved.

If we haven’t responded within eight weeks of receiving your complaint, or if you’re unhappy with our answer, you may request an independent review from the Financial Ombudsman Service.

The Financial Ombudsman Service’s contact information is as follows:

Exchange Tower London E14 9SR Financial Ombudsman Service

Phone:
0800 023 4567

Email:
complaint.info@financial-ombudsman.org.uk

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