Complaints Policy​
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1. Introduction
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At Capital Edge Finance, we are committed to providing excellent service. If you are dissatisfied with any aspect of our service, we encourage you to let us know so we can address your concerns promptly and fairly.
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2. How to Make a Complaint
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If you have a complaint, you can contact us using the following details:
📞 Telephone: 020 8044 4784
📧 Email: info@capitaledgefinance.co.uk
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What to Include in Your Complaint
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To help us resolve your complaint efficiently, please provide:
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Your full name and contact details.
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A clear description of the issue.
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Any relevant documents or information related to your complaint.
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How you would like us to resolve the matter.
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3. How We Handle Complaints
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Step 1: Acknowledgment
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We will acknowledge receipt of your complaint within 2 working days.
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Step 2: Investigation & Resolution
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We aim to resolve complaints within 14 working days.
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If the issue is complex and requires more time, we will keep you informed of progress and provide a revised resolution timeframe.
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Step 3: Final Response
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Once our investigation is complete, we will provide a written response explaining the outcome and any actions taken.
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4. What If You’re Not Satisfied?
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If you are unhappy with our final response, you may request a further review. We will reassess the complaint and provide a final decision.
As we are not FCA-regulated, complaints cannot be referred to the Financial Ombudsman Service. However, we are committed to working with you to find a fair resolution.
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