Complaints Procedure | Fundslender 

Complaints

Complaints Procedure

We take all complaints seriously. This page sets out how to make a complaint about Fundslender, what happens next, and your escalation rights.

 

Before you complain about Fundslender

If your complaint is about a lender or financial product provider you found through Fundslender, your complaint must first be directed to that lender directly - not to Fundslender. We do not have any administrative role in loan or credit agreements between you and third-party providers. The lender's own complaints procedure applies, and if unresolved, the Financial Ombudsman Service may be able to help.

How to Make a Complaint About Fundslender

If your complaint is specifically about Fundslender - for example about our content, our conduct during a referral, privacy matters, or any other aspect of our service - please follow this process:

Step 1 - Contact us by email

Send your complaint to: fundslender@gmail.com

Please include the following in your email:

  • Your full name and contact email address
  • A clear description of what happened (or what content / communication the complaint relates to)
  • The URL of any specific page your complaint relates to, if applicable
  • What outcome you are seeking
  • Any relevant dates

Step 2 - We acknowledge your complaint

We will acknowledge your complaint within 5 business days of receipt and confirm that it is being investigated.

Step 3 - We investigate and respond

We aim to provide a full written response to your complaint within 28 days of receipt. If the investigation requires more time, we will contact you to explain why and to give an updated timescale.

Step 4 - Resolution or escalation

If we uphold your complaint, we will explain what action we are taking. If we do not uphold your complaint, we will clearly explain our reasoning.

If you are not satisfied with our final response, your escalation options depend on the nature of your complaint and our regulatory status:

Regulatory escalation route: Details of escalation routes - including the Financial Ombudsman Service if applicable - will be published here once our regulatory status is confirmed. If you have a complaint you feel cannot be resolved, please email us and we will direct you to the appropriate route.

Complaints About Lenders

If you have a complaint about a lender or financial product provider you were referred to through Fundslender:

  1. Contact the lender directly first. All FCA-regulated firms are required to have a formal complaints procedure. The lender must acknowledge your complaint within 5 business days and provide a final response within 8 weeks.
  2. If unresolved after 8 weeks (or if you receive a deadlock letter), you can refer the matter to the Financial Ombudsman Service (FOS) free of charge. The FOS is an independent body that resolves disputes between consumers and financial services firms.

The Financial Ombudsman Service contact details are:

  • Website: financial-ombudsman.org.uk
  • Telephone: 0800 023 4567 (free from UK landlines and mobiles)
  • Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Alternative Dispute Resolution (ADR)

Details of any Alternative Dispute Resolution scheme used by Fundslender will be published here in accordance with the ADR Regulations 2015 once confirmed.

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