Handling complaints

Our policy:

We are committed to providing a high-quality service to all our clients and take complaints very seriously. We deal with complaints in a positive and proactive way to help ensure high standards. Suggestions about how we can improve the way we work help to shape our business.

Our Procedure:

You can contact us by the following methods:

Telephone on: 01453 758365

Email: complaints@catalyst-finance.com

Write to us at: Catalyst Business Finance Ltd, Palace Chambers, 41 London Road, Stroud, Gloucestershire. GL5 2AJ

On receiving your complaint:

Any complaint, written or verbal will be passed to our complaints manager at the earliest opportunity.

We'll write to you within 5 working days to acknowledge your complaint or to tell you what we have done to resolve the problem. This letter will tell you when you can expect a final response.

 

How long with it take for my complaint to be dealt with?

Within four weeks after receiving a complaint we will send you either a final response which explains why we are not in a position to resolve the complaint and/or indicates when we will make further contact.

Complaints which cannot be settled within eight weeks of the date of the complaint or where you are dissatisfied with the response given, may be referred to the Financial Ombudsman Service.

You may have the right to make a complaint directly to the Financial Ombudsman Service.

Information can be found at www.financial-ombudsman.org.uk or you can write to:

Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR

Tel: 020 7964 1000

Email: complaint.info@financial-ombudsman.org.uk