Complaints

We are committed to providing a professional service to all our customers.

If you are unhappy with our service, we want to hear about it so we can try to put things right. With this in mind, we have the following complaints procedure in place.

You can make a complaint by any reasonable means, including telephone, letter or email.

Complaints are handled by Momentum Financial Services Ltd. You can contact them directly:

You can also tell your Capacity Finance adviser, and we will make sure your complaint reaches the complaints team straight away:

Simplified complaints

We will use this process if:

• your complaint is about a simple matter that we can look into and solve quickly and easily; and
• you direct it to us (rather than to any other organisation) in the first instance.

We will investigate your complaint and aim to resolve it within three business days following the date of receipt. If you are happy to accept our proposed resolution, we will send you written confirmation of our investigation.

If you cannot confirm acceptance by the end of the third business day (for example, because you are not happy with our proposed response or you are not available to discuss it with us), we will refer the case for further review.

If your complaint is more complex or unlikely to be resolved quickly, we will usually proceed with the formal process.

Formal complaints

The formal complaints process will be used where:

• we cannot resolve your complaint to your satisfaction within three business days;
• your complaint involves more complex assessment or investigation;
• you send your complaint directly to us rather than through the simplified process; or
• you ask us to deal with your complaint in this way.

Upon receipt, we will acknowledge your complaint promptly and investigate it fairly and impartially. We will write to you within eight weeks to confirm the outcome of our investigation.

In the unlikely event that our investigation is not complete within eight weeks, we will write to you to explain why and let you know when you can expect to hear from us. We will also provide details of how to contact the Financial Ombudsman Service if you are not satisfied with progress.

If, following our investigation, you are still not happy with the outcome, you have a statutory right to refer your complaint to the Financial Ombudsman Service. This service is free of charge to consumers. Some small businesses, charities and trusts can also use it. The Financial Ombudsman Service may not be able to consider complaints about some unregulated commercial or business finance, or complaints from larger businesses.

You may refer the matter to the Financial Ombudsman Service within six months from the date that you received a final response to your complaint.

You can contact the service using the following details:

You can also visit their website and refer complaints to them online:

www.financial-ombudsman.org.uk

We are committed to providing a complaints service that is accessible to all our customers.

If you experience any difficulties with any part of the process outlined above, or if there are circumstances that may require us to change the way we handle your complaint, please let us know when you tell us about your complaint.