Complaints procedure

We hold ourselves to a high standard and aim to deliver an excellent experience for every client. However, we understand that things can occasionally fall short of expectations, and if that happens, we want to know about it so we can put things right.

We value your feedback, as it helps us improve and makes sure we're delivering the level of service our clients deserve.

How to raise a complaint

The simplest way to let us know about a concern is to get in touch directly. You can reach us by email at:

If your complaint is about the specialist you were introduced to rather than about us, they'll have their own complaints procedure and will be the right people to deal with it. If you're unsure, get in touch and we'll do our best to help you find where to make your complaint.

To help us look into your complaint as quickly as possible, please try to include the following:

Your full name and contact details, a clear description of your concern and how it has affected you, the approximate date the issue occurred, and any relevant reference numbers or documentation.

What to expect

We will do our best to resolve your complaint as soon as we receive it. Our aim is always to address the issue promptly and fairly.

If we're able to resolve the matter within three working days of receiving your complaint, we'll confirm the outcome in writing.

Where a complaint requires further investigation, we'll write to you to acknowledge it, let you know what the next steps are, and give you a clear timeframe for when you can expect a response. We'll keep you updated throughout, and we may need to contact you for additional information.

Our final response

Once we've fully investigated your complaint, we'll send you a written response setting out what we found, how we reached our decision, and any steps we'll take to resolve the matter.

If you're not satisfied with the outcome, or if more than eight weeks have passed since you first raised your concern, you may be able to refer the matter to the Financial Ombudsman Service. The Financial Ombudsman is an independent body that resolves disputes between consumers and financial services firms.

Please note that some types of commercial finance, including bridging, commercial lending, and asset finance, are not regulated by the Financial Conduct Authority and may fall outside the Financial Ombudsman's jurisdiction.

Disclosure

All In Finance puts businesses in touch with commercial finance specialists. These services are not regulated by the Financial Conduct Authority. We may receive commission from lenders or partners that we introduce you to.