Complaints Procedure

This procedure applies to complaints about services provided by Funding11.

It does not apply to complaints about a lending institution, valuer, solicitor, accountant or other third party, or to the terms or performance of any facility entered into with a lending institution. Funding11 is not a party to those agreements. Section 6 sets out how such matters are handled.

Funding11 arranges commercial finance for limited companies, LLPs, corporate borrowers and individuals borrowing for business or investment purposes. That activity falls outside the scope of regulation by the Financial Conduct Authority and Funding11 is not authorised or regulated by it.

Accordingly, in respect of services provided by Funding11, the Financial Ombudsman Service is not available and the Financial Services Compensation Scheme does not apply.

This is stated here so that the position is known at the outset rather than discovered at the conclusion of a complaint. Where a lending institution is itself authorised and regulated, any rights available against that institution are unaffected.

Email: compliance@funding11.com Telephone: 0203 475 9299 Post: FND11 Ltd, Floor 37, One Canada Square, Canary Wharf, London E14 5AA

A complaint made by any of these means is valid. There is no prescribed form and no charge.

To enable the matter to be investigated, please provide your name and the business to which the complaint relates, the company name and registration number where applicable, contact details, a clear description of the complaint and the dates involved, details of any third party involved, what you are asking Funding11 to do, and copies of supporting documentation where available.

Where material information is not provided, Funding11 may request it, and the timescales in section 4 run from the date the information reasonably required to investigate the complaint is received.

Within 3 working days. Written acknowledgement confirming receipt and who is handling the matter. Where the complaint is resolved within this period, written confirmation is issued and the matter is closed.

Within 4 weeks. Either a final response, or a written update setting out the position and what remains outstanding.

Within 8 weeks. A final response in writing setting out the findings, the decision, the basis on which it was reached, and any action proposed.

Beyond 8 weeks. Where a complaint cannot be concluded within that period, Funding11 will explain why and provide periodic updates until it is concluded.

These are standards Funding11 sets for itself. They are not imposed by any regulator and do not create a contractual obligation or a right to compensation. They are published so that the standard applied is known.

Complaints are investigated by reference to the records held by Funding11, including correspondence, file notes and, where retained, call recordings.

Funding11 retains records in accordance with its stated retention position. It is not required to retain any particular record, note, message, call recording or working document, and the absence of a particular record does not of itself support or undermine a complaint.

Where Funding11 identifies that a third party may be solely or jointly responsible for the matters raised, the complaint will be forwarded to that party without delay and the complainant notified in writing.

Where responsibility is shared, Funding11 will investigate and respond on the part relating to its own services only.

Where a complaint concerns a lending institution, that institution's own complaints procedure applies. Where it is authorised and regulated by the Financial Conduct Authority, the Financial Ombudsman Service may be available in respect of its conduct. Funding11 will provide its contact details.

Where the outcome is disputed, the matter may be referred back to Funding11 for further review.

Complaints concerning the handling of personal data may be referred to the Information Commissioner's Office at ico.org.uk. FND11 Ltd is registered with the ICO under registration number ZA505754.

In respect of services provided by Funding11, no ombudsman scheme is available, for the reason set out in section 2.

Nothing in this procedure restricts or removes any legal right available to a complainant, requires a complainant to use this procedure before exercising any such right, or prevents a complainant from reporting a matter to a regulator or supervisory authority.

Funding11 will investigate every complaint properly and without regard to who has made it.

Funding11 reserves the right to discontinue engagement where conduct is abusive, threatening, defamatory or dishonest, or where continuing engagement would create legal, regulatory, compliance or reputational risk. Where a complaint is under investigation at that point, the investigation will be concluded and a written response issued.

Where a statement made publicly about Funding11 is false or misleading, Funding11 reserves all rights available to it. Nothing in this procedure prevents the expression of an honest opinion.

Complaints and related correspondence are recorded and retained in accordance with Funding11's retention position.

This procedure is reviewed periodically. The version in force at the date a complaint is received is the version that applies to it.