Complaints

First, which is it?

We do one thing: we make introductions. So the dividing line is clean, and getting it right saves you time.

Complain to us if it is about the introduction

• We passed your details to a firm you had not consented to.
• We passed on something inaccurate, or shared more than you agreed to.
• We introduced you to a firm that was obviously wrong for what you asked about.
• We did not come back to you, or took too long.
• How we have handled your information.

Complain to the broker or finance provider if it is about what happened after

• What the firm recommended to you, or how it assessed your requirements.
• The terms of a facility, its cost, or its documentation.
• How an application was handled, or a decision on it.
• The conduct of the firm's staff.
• Any fee that firm has charged you.

We cannot investigate any of the second list. We hold no permissions in relation to that work and we were not party to it, so a complaint to us about it would only delay you. Each firm on our panel has its own complaints procedure and its own route of escalation, published on its own website. If you cannot find it, tell us and we will point you to it.

How to complain to us

Email enquiries@readscommercialfinance.co.uk with "Complaint" in the subject line, or write to Reads Commercial Finance, 7 Bell Yard, London, WC2A 2JR.

Tell us what happened, when, which firm was involved if any, and what you would like us to do. If you are not the person who made the enquiry, tell us your connection to it.

What happens next

• We acknowledge your complaint within three working days.
• We look into it and give you a written answer within twenty working days.
• If it is going to take longer than that, we tell you before the twenty days are up, explain why, and give you a date.
• Our answer sets out what we found, what we are doing about it, and what to do if you are still unhappy.

If you are still not satisfied

Write back and say so, and a second person who was not involved the first time will review it.

Beyond that, an introducer is not within the remit of the Financial Ombudsman Service, so we cannot refer you there for our own service. Where your complaint concerns the firm you were introduced to, that firm's own escalation route applies and their complaints procedure will tell you what it is. If your complaint is about how we handled your personal information, you can go to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

What it costs

Nothing. We do not charge for handling a complaint and you do not need to appoint anyone to complain for you, though you are welcome to.