FLBF Ltd, trading as Maximise Finance ("the Company"), is committed to providing a good standard of service. If something goes wrong, we want to hear about it and put it right. This procedure explains how to raise a complaint and what to expect.
1. Our regulatory status
The Company is not authorised or regulated by the Financial Conduct Authority (FCA), as our introduction services relate solely to business finance for limited companies. As a result, complaints about our service are not eligible for referral to the Financial Ombudsman Service (FOS). Complaints about the terms, conduct, or performance of a specific lender should be directed to that lender directly, and may be eligible for their own complaints process.
2. What you can complain about
This procedure covers complaints about our conduct, service, or the way we have handled an introduction, for example, delays, miscommunication, or concerns about how commission arrangements were disclosed.
3. How to complain
You can raise a complaint by:
- Email: hello@maximise.finance
- Post: FLBF Ltd, trading as Maximise Finance, 67 Sycamore Grove, Failsworth, Manchester, England, M35 9NB, marked "For the attention of: Complaints"
Please provide your name, company name, contact details, and as much detail as possible about your complaint, including any relevant dates or reference numbers.
4. What happens next
Acknowledgement
We will acknowledge your complaint within 3 business days of receipt.
Investigation
Your complaint will be investigated by a senior member of our team, independently of anyone directly involved in the matter where possible.
Response
We aim to provide a full written response within 14 business days. If we need more time, we will explain why and give you a revised timeframe, and in any event will respond within 8 weeks.
5. If you remain unhappy
If you are not satisfied with our response, you are welcome to set out why in writing and we will review the matter again. As noted above, because our activity is unregulated, the Financial Ombudsman Service is not available to review our complaint outcomes; however, you retain the right to pursue any dispute through the civil courts.
6. Record keeping
We keep a record of all complaints received, how they were handled, and their outcome, to help us improve our service over time.
7. Contact
FLBF Ltd, trading as Maximise Finance, 67 Sycamore Grove, Failsworth, Manchester, England, M35 9NB | hello@maximise.finance