Complaints Procedure

Legal

We want to give you an excellent service. If something has gone wrong, we want to hear about it so we can put it right.

How to make a complaint

You can contact us by any of the following methods:

Email: info@belgravefinance.co.uk
Telephone: 0203 026 7325
Post: The Complaints Manager, Belgrave Finance Limited, Suite RA01, 195-197 Wood Street, London, England, E17 3NU

Please include your name, contact details, a description of your complaint, and any relevant reference numbers. The more detail you can give us, the faster we can help.

What happens next

We will acknowledge your complaint

We will acknowledge receipt of your complaint within five business days and confirm who is handling it.

We will investigate

We will carry out a full and impartial review of your complaint. We may contact you to ask for further information.

We will send you our final response

We aim to resolve all complaints and send a final written response within eight weeks of receiving your complaint. Our response will clearly explain our findings and, where your complaint is upheld, what we will do to put things right.

If we cannot resolve your complaint within eight weeks, we will write to explain the delay and advise you of your options.

If you are not satisfied

If you are unhappy with our final response, or if we have not resolved your complaint within eight weeks, you may refer it to the Financial Ombudsman Service (FOS) free of charge:

Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR

You have the right to refer your complaint to the FOS within six months of receiving our final response letter.

Note: the FOS's jurisdiction covers regulated financial activities. For elements of a complaint that relate to unregulated introducer activity, we will nonetheless engage constructively with any FOS enquiry and aim to resolve all complaints fairly regardless of regulatory classification.

Complaints involving lenders

If your complaint relates to the conduct of a lender or finance provider rather than Belgrave Finance itself, we will help you understand which firm to contact and how. Each lender has its own complaints procedure and, where they are FCA regulated, is subject to the same FOS referral rights.

Call recording

All calls to and from our office are recorded for training, monitoring, and regulatory purposes. Recordings may be used as part of our investigation into your complaint.

Belgrave Finance Limited is a broker not a lender. Company No: 17239681. ICO Reg: ZC157230.