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Complaints Policy

Complaints Policy

Complaints Procedure

At Max Property Finance UK Ltd, we are committed to providing an excellent level of service to all of our customers. However, if you are unhappy with any aspect of our service, we want to hear from you so that we can investigate your concerns and put things right wherever possible.

How to Make a Complaint

If you wish to make a complaint, you can contact us using any of the following methods:

Email: mark@maxpropertyfinance.co.uk

Telephone: 07888866565

Post:
Max Property Finance UK Ltd
Unit 3 Meadow Barn Warren Farm, Great Tey Business Centre, Colchester, Essex, CO6 1JG

Please provide the following information where possible:

  • Your full name and contact details.
  • Details of your complaint.
  • Any relevant dates, reference numbers or documentation.
  • What you would like us to do to resolve the matter.

Our Complaints Process

Once we receive your complaint:

  1. We will acknowledge your complaint promptly, usually within five business days.
  2. We will investigate your complaint thoroughly and fairly.
  3. We may contact you if we require additional information.
  4. We aim to resolve complaints as quickly as possible.
  5. We will provide you with our Final Response within 8 weeks of receiving your complaint where required under FCA rules.

Our Final Response will explain:

  • The outcome of our investigation.
  • Any action we have taken.
  • Whether we uphold your complaint.
  • Details of your right to refer your complaint to the Financial Ombudsman Service if you remain dissatisfied.

Financial Ombudsman Service

If you are not satisfied with our Final Response, or if eight weeks have passed since you made your complaint and you have not received our Final Response, you may have the right to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is an independent organisation that settles disputes between financial businesses and their customers.

Contact details:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone:
0800 023 4567
0300 123 9123

Website:
https://www.financial-ombudsman.org.uk

You generally have six months from the date of our Final Response to refer your complaint to the Financial Ombudsman Service.

Our Commitment

We value all customer feedback and use complaints as an opportunity to improve our service. Every complaint is treated fairly, confidentially and without prejudice.

Making a complaint will not affect the way we deal with you or any ongoing application.

Max Property Finance UK Ltd

Max Property Finance UK Ltd is an Appointed Representative of The Fiducia Network Ltd, which is authorised and regulated by the Financial Conduct Authority.

Max Property Finance UK Ltd is a credit broker and not a lender. We may receive commission from lenders for arranging finance. This does not affect the amount you pay under your agreement.

We are committed to treating all customers fairly and handling complaints in accordance with the Financial Conduct Authority’s complaints handling rules.

Max Property Finance UK Ltd is an Appointed Representative of The Fiducia Network Ltd who is authorised and regulated by the Financial Conduct Authority under FRN 917537. We are a credit broker, not a lender. We work with the whole of the lending market who will typically pay a commission. These commissions may vary depending on the lender, product, or other permissible factors. We conduct both regulated and unregulated business, therefore not all products provided through us are regulated by the FCA.

We are registered with the ICO under ZB411708. Max Property Finance UK Ltd is registered in England and Wales, Registered No. 14189556, Registered Office: Unit 3 Meadow Barn Warren Farm Great Tey Business Centre Colchester CO6 1JG. Member of the National Association of Commercial Finance Brokers (NACFB) number 34367 and adhere to their Code of Practice.

Max Property Finance UK Ltd FCA number: 1009051

For transparency we work with the following commission models: fixed fee, fixed rate of commission, percentage of the amount you borrow and rate for risk (this is based on the risk profile of the business). Further details of the commission model, calculation and amount will be disclosed to you throughout your customer journey’