(Revision 1.2) October 18th 2018 NOTE: To fully comply with current regulations our complaints procedure has been updated:

COMPLAINTS PROCEDURE

If you wish to make a complaint about FundingSecure, you should follow the procedure outlined below.

To make a complaint you can email customerservices@FundingSecure.com, with details of your complaint and your username. Our Customer Service staff will acknowledge your complaint by email within 1 business day. Complaints received via other means, whether by post, phone or live chat, will also be acknowledged by email within 1 business day.

We will then investigate and, within 8 weeks of sending the response, will send you a final response, having had access to an officer with the authority to settle the complaint (including, where appropriate, an offer of redress). Where appropriate, the member of staff investigating the complaint will not be any staff member who was directly involved in the subject matter of the complaint.

The final response will state whether your complaint has been accepted. Where accepted, it will state the redress and/or remedial action. We may also offer redress and/or remedial action without accepting the complaint.

If the complaint is rejected, we will explain why and provide details of how to refer the complaint to the Financial Ombudsman.

Instead of issuing a final response, we may issue a written response which explains why we are not in a position to make a final response and indicate when we expect to be able to provide one. If not satisfied with this, we will explain why and provide details of how to refer the complaint to the Financial Ombudsman.

You have six months from receiving our response to refer the complaint to the Financial Ombudsman. www.financial-ombudsman.org.uk.