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Making a complaint

We want to understand what's gone wrong. To address your questions about how to raise a complaint, and our procedures, please find more information below.

How to Make a Complaint

How we’ll handle your complaint

We value your business and want you to be entirely satisfied with the service you receive, all complaints are taken very seriously. It’s important we properly understand what’s gone wrong, therefore we might call you for further details. 

If you’re satisfied that we’ve resolved your complaint within three working days of receiving your complaint, we’ll send you a ‘summary resolution communication.’

If we can’t resolve the complaint within three working days, we’ll send you a ‘final response letter’ via email. This will set out the details of our investigation, alongside the outcome.

What to do if you’re unhappy with the outcome

In the first instance, please let us know if you are unhappy with our response to your complaint. However, you may be able to refer your complaint to the Financial Ombudsman Service,  it’s free and independent. If you’d like to refer your complaint, you’ll need to do so within six months of receiving your final response letter or summary resolution letter.

You can contact the Financial Ombudsman Service at:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

If you remain dissatisfied after this, please read our official complaints procedure, which you will find attached here.

Complaints data

As part of our commitment to be transparent to our customers and complying with FCA requirements we have made our complaints data available below:

Firm name: Funding Circle Limited

Group (if applicable):-

Other firms included in this report (If any):-

Period covered in this report: 01/07/2023-31/12/2023

Brands/trading names covered: Funding Circle

FAQs about managing your account

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