Making a complaint

How to complain

You can complain by email to noemaan@channelfinance.co.uk.

It helps if you can tell us your name and contact details, the facility or enquiry the complaint relates to, what has gone wrong and what you would like us to do about it. If you would prefer someone to act for you, let us know who they are and we will deal with them instead.

What happens next

We will acknowledge your complaint promptly, and in any event within five business days, and tell you who is handling it.

Our Chief Legal Officer will investigate. We will look at the file, speak to the people involved and, where we need to, ask you for more information.

We aim to resolve complaints within four weeks. Where we need longer, we will write to you within four weeks to explain why and to tell you when you can expect a decision.

Within eight weeks of receiving your complaint we will send you either a final response setting out our decision and our reasons, or a letter explaining why we are not yet in a position to give one and when we expect to be.

Making a complaint costs you nothing and will not affect the service we give you.

If you are not satisfied with our response

You may be able to refer your complaint to the Financial Ombudsman Service, an independent service set up by Parliament to resolve disputes between financial firms and their customers. Its decision is binding on us if you accept it.

You must refer the complaint to the Ombudsman within six months of the date of our final response. If we have not issued a final response within eight weeks of your complaint, you can go to the Ombudsman without waiting for one.

The Ombudsman can consider complaints from:

• a private individual;
• a microenterprise with a group annual turnover or balance sheet total of up to two million euro and fewer than ten staff;
• a small business with a group annual turnover of less than £6.5 million and either fewer than fifty staff or a balance sheet total of less than £5 million;
• a guarantor who has given a guarantee or security for the obligations of a microenterprise or small business;
• a charity with an annual income of less than £6.5 million; and
• a trustee of a trust with a net asset value of less than £5 million.

If you are not sure whether you qualify, the Ombudsman will tell you.

Financial Ombudsman Service, Exchange Tower, London E14 9SR. Telephone 0800 023 4567 or 0300 123 9123. Email complaint.info@financial-ombudsman.org.uk. Website financial-ombudsman.org.uk.

Referring a complaint to the Ombudsman does not affect your right to take legal action.

Our records

We keep a record of every complaint and of how it was handled, and we report complaints data to the Financial Conduct Authority as required. A copy of our full complaints handling procedure is available on request.