How to raise a complaint.

1. Who can complain

A complaint may be made by a borrower, broker, introducer, guarantor, chargor, funder, professional counterparty, adviser, supplier, website user or any other person who has dealt with CapitAll and is unhappy with our service, communication, process or conduct.

2. What you can complain about

Complaints may relate to how we communicated with you, how an enquiry was handled, how a transaction was assessed, delays, documentation, fees, servicing, monitoring, arrears, redemption, privacy, data handling or any other aspect of your interaction with CapitAll.

A complaint is not the same as a declined application, a change in lending appetite, a valuation issue, a funding decision, a legal condition, a credit decision or enforcement action, unless you believe something was handled incorrectly, unfairly or unprofessionally.

3. How to make a complaint

You can make a complaint by email or by writing to us. Please include enough information for us to understand what happened and what you would like us to review.

4. What to include

• Your name, company name and contact details.
• The transaction, enquiry, broker, borrower, property or matter the complaint relates to.
• A clear summary of what happened.
• Any key dates, emails, documents or reference numbers.
• The impact the issue has had.
• What outcome or remedy you are looking for.

5. How we handle complaints

We will review the complaint, gather relevant information, consider any documents or communications, speak to the people involved where needed, and respond with our findings. We may contact you for further information if anything is unclear.

6. Response times

We aim to acknowledge complaints promptly and resolve them as soon as reasonably possible. More complex complaints may take longer, particularly where a matter involves multiple parties, legal documents, valuation information, funding arrangements, servicing records or third-party evidence.

If we cannot provide a full response within a reasonable timeframe, we will aim to explain the reason for the delay and when you can expect a further update.

7. Possible outcomes

Depending on the circumstances, our response may include an explanation, correction, apology, process improvement, further review, referral to another party, or another outcome we consider appropriate. Not every complaint will result in a payment, change of credit decision, change of lending terms, waiver, refund or acceptance of liability.

8. Data protection complaints

If your complaint relates to personal information, privacy or data protection, you can contact the Data Protection Lead using the details above. You also have the right to complain to the UK Information Commissioner’s Office.

ICO website: www.ico.org.uk
ICO telephone: 0303 123 1113
ICO address: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

9. External escalation

Some complaints may fall outside the scope of any external complaint scheme. If your complaint is eligible for referral to an ombudsman, regulator, court, professional body or another external route, we will tell you where appropriate.

CapitAll focuses on business-purpose property finance. This page does not create any right to use a complaint scheme where that right does not otherwise exist.

10. Recordkeeping

We may keep records of complaints, correspondence, evidence, investigation steps, outcomes and related communications for business, compliance, audit, legal, risk management and dispute purposes.

11. Contact