Complaints handling procedure

At Fit Out Finance we are very proud of the standard of service we provide to all of our customers.

In the event that there is complaint we would aim to resolve it swiftly and equitably.

The procedure below explains how we will deal with any complaints. It also outlines what you can do if your complaint has not been resolved to your satisfaction.

Our complaints procedure:

If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by email, telephone or in writing. To help us investigate and resolve your concerns as quickly as possible, you should in the first instance contact the person with whom you have been dealing.

We aim to resolve your complaint immediately; please allow up to 5 working days for a response. Your complaint will be logged and you will be given a ticket number. We will investigate the circumstances around your complaint, keeping information on the complaint itself and any actions and recommendations made.

You will be advised by email or post with the outcome, which hopefully will be satisfactory to you.

We can be contacted with complaints as below:

Telephone:  0208 938 3803

Email:           info@firoutfinance.co.uk

Mail:             The Managing Director

Business Funding Portal Ltd

5 Pheasant Close

Miford

Surrey

GU8 5FA

If you are not satisfied with the outcome:

If you have a regulated agreement with us and are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. If you are not Satisfied with our Response we will refer the matter to the FCA 8 weeks from the initial complaint (if no final response has been received) or if the final response has been received and you (the customer) is not satisfied. The service is free of charge and they can be contacted via their website, www.financialombudsman.org.uk/consumer/complaints. This does not affect your statutory rights.