Complaints

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COMPLIANTS PROCEDURE

The following complaints procedure is made available to every customer upon request, it is published on our website, and is included in summary form in our customer documentation.


We define a complaint as ‘an expression of dissatisfaction whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about a firm’s provision of, or failure to provide, a financial services activity or a redress determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience’. We allow complaints to be made by any reasonable means in compliance with DISP 1.3.2 (1).

We have adopted a complaints handling policy, and have complaints handling procedures in place. We allow a compliant to be made by any reasonable means with the inclusion of: complaints by post, by telephone and via e-mail. Complaints can be made via the following channels:

Telephone: 02381 277030

Email: complaint@connectivelending.com

Post: 14 The Marlands Centre, Portland Terrace, Southampton, SO14 7SJ

A review of our complaints register is undertaken on a monthly basis by the board of Directors and Senior Management in compliance with DISP 1.3.3B.

Where appropriate, we intend to deal with complaints by close of the next working day where the complainant indicated that they accept our response. We aim to respond to all complaints within 48 hours and resolve complaints within 14 days. If a complaint cannot be resolved within this timescale, an acknowledgement will be provided to the complainant within 5 working days. A final response will be issued within the 8-week statutory deadline. The content of the final response will include the details of the investigation conducted by Noman Akram as well as detailing remedial action where applicable.

We provide details for the Financial Ombudsman Service when issuing a final response, or after 8 weeks of receipt of the complaint if we have been unable to provide a final response. Contact details for the Financial Ombudsman Service are also provided on our website.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR