Complaints Procedure

• We will acknowledge your complaint within 7 working days of receipt of your complaint.
• We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we’re unable to provide you with a final response within this time we will send you an update.
• We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why, and advise you when you can expect a final response.
• If more than 8 weeks from the date of your complaint has past, and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

• • Financial Ombudsman Service (FOS), Exchange Tower, Harbour Exchange Square, London, E14 9SR
• You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

Our Commitment To You

At UK Property Finance Ltd each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.

Should you need to send us a complaint, we shall acknowledge receipt, and we will deal with it promptly, effectively and positively.