Complaints Procedure

By telephone on 07774 310740, by email to info@keystonecommercialfunding.co.uk, or in writing to 71-75 Shelton Street, Covent Garden, London WC2H 9JQ.

There is no form and no required wording. Tell us what happened, when, who you dealt with and what you would like us to do about it. If it is easier to explain by phone, call — we will write down what you tell us and confirm it back to you.

Complaints are handled by a director. If your complaint concerns the person you have been dealing with, say so and it will be passed to someone else.

We will acknowledge your complaint promptly and in writing, confirming who is dealing with it and how to reach them.

We will then investigate: reviewing the file, the correspondence and any recordings, and speaking to the people involved. If we need anything further from you, we will ask once rather than in instalments.

You will receive a written final response setting out what we found, whether we uphold the complaint, and what we are doing about it. Where we have got something wrong we will say so plainly.

We acknowledge every complaint within three working days and aim to give a final response within four weeks. Where a complaint is complex we will always respond within eight weeks, and if we need that long we will write to you before four weeks are up explaining why and when to expect an answer.

Most complaints are resolved well inside that. If yours is going to take longer, we will tell you why and when to expect an answer rather than let it go quiet.

Where your complaint concerns a regulated activity and you are an eligible complainant, you may have the right to refer it to the Financial Ombudsman Service free of charge — normally within six months of our final response. The Financial Ombudsman Service can be reached at financial-ombudsman.org.uk or on 0800 023 4567.

Eligibility depends on both the activity and the size of your business: micro-enterprises and smaller businesses usually qualify, larger companies often do not. Our final response will tell you plainly whether that route is open to you, and we will confirm it at the outset if you ask.

Where a complaint concerns how we have handled your personal data, you can also complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

Where your complaint is about a lender rather than about us — their service, their charges, their decision — it needs to go to them, and their own complaints procedure will apply.

Tell us anyway. We will give you the right contact, and we will raise it with them ourselves through the relationship we hold. That is frequently faster than going in alone.

We are a small firm and we take complaints seriously. If you would like to know how many we have received and how they were resolved, ask and we will tell you.