‍Introduction 

We always aim to provide a high standard of care in all our lending business. Our customers’ views are important to us and help to ensure our loans are consistently meeting people’s needs. If you are unhappy with any of our service it is important that you let us know.  If a complaint alerts us to possible abuse or neglect we will tell the Council’s adult safeguarding team.The safeguarding team will decide how to investigate and monitor outcomes.   

‍Making a suggestion 

Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion. First you should speak to the Manager or their Deputy. If the suggestion is something that Acre Lane Capital Ltd as a company needs to consider you can send it to: Ian Wilson, CEO Acre Lane Capital, i.wilson@acrelanecapital.com . 

‍Making a complaint 

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence. Acre Lane Capital Ltd. assures clients and their families that it will not withdraw or reduce loan services because someone makes a complaint in good faith.  

‍Who can complain 

Anyone affected by the way Acre Lane Capital Ltd provides loan services to Acre Lane Funding 1 Ltd, Acre Lane Funding 2 Ltd, and Acre Lane Funding 3 Ltd can make a complaint.  A representative may complain for the affected person if they have died cannot make a complaint themselves, or have given consent for the representative to act on their behalf If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.  

‍How you can make a complaint 

You can complain: by telephone  through a member of our staff  through an advocate or representative  where someone complains orally we will make a written record and provide a copy of it by email.   

‍Anonymous complaints 

We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.  

‍Responsibility 

The Registered Manager has overall responsibility for dealing with all complaints made about their service. We will provide as far as is reasonably practical:·any help you need to understand the complaints procedure; or·advice on where you may get that help.  

‍How we handle complaints 

Ian Wilson may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint. We will acknowledge a complaint within 7 working days and give you the name and contact details of the person investigating it.    We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you. When we have finished investigating, write to you with details of the findings, any action we have taken; and our proposals to resolve your complaint should we feel we acted in acted in a manner which was inappropriate.

Once we have responded in writing, and assuming we do not accept the complaint, we reserve the right to ask the customer, lawyer or their agent etc. to pay upfront for our time and costs for each extra enquiry. Ian Wilson or another senior member of Acre Lane Capital, such qualification to be solely in our judgement, will be priced at £300 per hour of work. The expected number of hours of work will be provided by us solely based on our estimation of the number of hours of work which will be necessary to respond to the customer, lawyer, or agent etc. Should our estimation of working hours required be not sufficient, to respond to the customer, their laywers, or agent etc we will expect a further upfront fee. Should further enquires be made of us we reserve the right to demand further monies to address each question in the manner described above. Additionally, once we have responded to the complaint, which we didn't accept, we will expect all of our anticipated legal costs to be paid upfront before our response will be sent to the customer, lawyer, or agent etc.

If we do not receive upfront monies as described in the paragraph above, we reserve our right not to respond to any or all of further enquiries following the initial complaint response unless we accepted the claim.

‍Time limits 

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain after the loan was repaid, we will not investigate the complaint, so please make us aware of any complaint before repaying the loan.

Further steps 

At any stage during the process, if you are not happy with the way Acre Lane Capital Ltd is dealing with your complaint you can contact Ian Wilson, Managing Director at: 2nd Floor, 4 Beaconsfield Road, St Albans,. Hertfordshire, AL1 3RD. Tel: 0203 918 6050. 

‍Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Courts or the Ombudsman.