Complaints Procedure

Resolving Complaints

We at eCapital aim to give you outstanding customer service, however, we recognise that sometimes we get things wrong, and you may feel we have fallen short. Issues may arise that result in a complaint which requires further investigation and resolution.

We treat all complaints seriously and will process any complaint quickly and conscientiously. We will enter your complaint into our complaints register and use the conclusion to review our processes and actions, so that we may be able to prevent any future reoccurrence.

Complaints Procedure

To resolve your complaint, please write to us or email us, using the details below. In many cases, your Relationship Manager will be able to resolve your issue, however your complaint will be logged and considered by both the manager and the relevant Director.

Please write to us at: eCapital Commercial Finance, 9th Floor, Reading Bridge House, Reading RG1 8LS. Or email at: [email protected]

Your complaint will be acknowledged in writing within 3 business days of receipt.

We aim to resolve the complaint at the earliest opportunity. Should we need to complete further investigations we will ensure you receive regular updates on the progress of the investigation.

On the rare occasion that a resolution has not been reached within six weeks, the complaint will be escalated to a Director who will oversee the process through to resolution. We aim to resolve all complaints within 12 weeks of receiving a first written notification.

Should you remain dissatisfied with our response to your complaint, you have recourse to our industry association, UK Finance, through the independent complaints process. Please note that complaints must be unresolved within 12 weeks before they will be investigated by UK Finance.

You have recourse to The Ombudsman service through the Ombudsman Service ltd, however they are unable to accept complaints concerning a UK Finance member directly from complainants.

UK Finance can be contacted in the following ways:

• In writing to: UK Finance, 5th Floor, 1 Angel Court, London, EC2R 7HJ
• By calling: 0203 934 1456 Further details can be found on the UK Finance website: www.ukfinance.org.uk

In addition, eCapital operate in full compliance with the Code of Conduct of UK Finance.

This code and guidance, along with the Standards Framework can be viewed on the UK Finance website at www.ukfinance.org.uk/IFABLStandards