Complaints

At Fundi Commercial Finance Ltd, we’re committed to providing a high standard of service to our customers but we appreciate we don’t always get it right. When this happens, we want you to tell us about it so we can put it right for you and all our customers.

How to make a complaint

Step 1 – Contact us

The best way to get in touch is to call us and we’ll try to help you immediately. If for any reason we can’t, we’ll do our very best to find a solution for you within three working days.

You can contact us via the following methods

Call us: 01138730580

Email us: customersupport@fundicf.com

Write to us:

Fundi Commercial Finance Ltd
Riverside Suite 2, Rose Wharf
East St
Leeds
LS9 8EE

Step 2 – When and how you will hear from us

If we’re able to resolve your complaint within 3 working days, we’ll write to you to let you know. However, if we’re unable to find a resolution within this timeframe, we’ll send you written acknowledgment within 5 working days.

We’ll then carry out a full investigation to help us make an informed assessment of your complaint and keep you updated on progress. And, if we need any more information from you, we’ll be in touch.

You’ll receive our final response within 8 weeks. Of course, we’ll try to resolve your complaint as quickly as we can and before these timeframes if possible.

In our final response we will:

• Let you know the outcome of our investigation
• If appropriate, tell you what we intend to do to rectify the problem
• If we disagree with your complaint, clearly explain why

Step 3 – If we haven’t resolved your complaint

If after receiving our final response you are still unhappy, or more than 8 weeks have passed in receiving your final response, you may be able to refer your complaint to: The Financial Ombudsman Service (FOS)

They provide a free, independent service to help resolve complaints. And when we write to you with our final response, we’ll let you know if you can refer your complaint if you feel the need to. You must however make sure you contact them within six months from the date of our final response letter.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
FOS website: financial-ombudsman.org.uk