The National Association of Commercial Finance Brokers (NACFB) are committed to ensuring all our Members provide products and service to the highest standard. In the first instance, we would suggest trying to resolve the complaint with the Member directly. If, after raising the issue with our Member, you are not entirely satisfied with any aspect of the service provided, please let us know straight away. We will investigate your complaint competently, diligently and impartially.
How to make your complaint
Firstly, let us know what has happened. You can call us, email us or write to us. Our contact information is detailed at the foot of this document.
We will need to know:
- Your name and address
- Details of how we can contact you
- A clear, detailed description of your complaint and whether any 3rd party is involved
- Details of what you would like us to do to resolve your complaint
- If appropriate, copies of any relevant supporting documentation
What you can expect?
While the NACFB take all complaints seriously against its Members, it is important to be aware that if we establish that the Member has acted incorrectly, the NACFB have no powers or sanction relating to any form of compensation.
All our Members are required to abide by our Code of Practice. Our investigation and observations will be undertaken to identify whether any element of the Code has not been embraced or overlooked.
What happens next?
We aim to resolve all complaints as quickly as possible.
To ensure that we obtain a comprehensive understanding of the matter, the Member will be contacted and will be informed of the complaint and asked for their feedback on the matter.
We will consider all the available evidence, the circumstances together with any relevant laws or regulations. We will keep you regularly updated about what is happening and discuss our findings.
We will contact you within three business days to let you know that we are considering your complaint and clarify any points where necessary.
If we can resolve your complaint within three business days, we will send you a Summary Resolution Communication. This is a written confirmation, which confirms that you made a complaint and that we now consider the matter resolved.
If we are unable to resolve the complaint within four weeks of receipt, we will contact you to let you know the reason for the delay and when we anticipate being able to make further contact.
When we have fully investigated your complaint, we will write to you to let you know our final response. This detailed letter will tell you what we have found, what we plan to do and how we came to our decision. If it is going to take us more than eight weeks to resolve your complaint, from when you first contacted us, we will update you on our progress and explain why it is still ongoing.
If you remain unsatisfied, the final response letter will explain you may have the right to refer the complaint to the Financial Ombudsman Service within six months the final response is issued by the NACFB.
The Ombudsman cannot consider a complaint if the complainant refers it to the Financial Ombudsman Service:
(1) more than six months after the date on which the respondent sent the complainant its final response, redress determination or summary resolution communication; or
(2) more than:
(a) six years after the event complained of; or (if later)
(b) three years from the date on which the complainant became aware (or ought reasonably to have become aware) that he had cause for complaint
Where we identify a third-party may be solely or jointly responsible for the matters disclosed within a complaint, the NACFB will forward the complaint to the relevant party without delay.
The NACFB will notify the complainant in the form of a ‘final response letter’ that we have referred the matter to the third party for investigation. Where the NACFB are jointly responsible for matters disclosed within a complaint, we will investigate the element relating to us and we will respond accordingly. Where the NACFB is in receipt of a forwarded complaint, we will acknowledge the complaint and will apply the standard time limits for a response from the date on receipt.
Financial Ombudsman Service contact details are:
Financial Ombudsman Service,
Consumer helpline: 0800 023 4567 or 0300 123 9123
Switchboard: 0207 964 1000
Fax: 0207 964 1001
Contact number: 020 7101 0359