Complaint Resolution Policy

Policy Statement and Purpose

Commercial Sense Ltd is committed to providing products and services of the highest standard. If for any reason, you feel you are not entirely satisfied with any aspect of our service, please let us know straight away

If a complaint should arise between the Client and Commercial Sense Ltd, it will be handled in accordance with both the FCAs Treating Complainants Fairly Rules (FCA Handbook DISP 1) and the National Association of Commercial Finance Brokers (NACFB) Code of Practice

How to make your Complaint

Raising Complaints with Commercial Sense Ltd

• Raise your complaint with your principle point of contact within Commercial Sense Ltd who will;
  • Always try to initially resolve your complaint through discussion
  • Notify Neil Manley, as the FCA nominated Director with overall responsibility for the firm’s complaints handling function (although you can of course contact Neil Manley directly)
• Neil Manley will contact you within 3 working days to establish;
  • The complaint has been resolved to your satisfaction, or if not;
  • A formal investigation is required
• Neil Manley contact details;
  • Mobile: 07540 137010
  • Email: neil.manley@commercial-sense.co.uk

Formal Investigations

If required;

• It will be undertaken competently, diligently and independently taking into account all available evidence, the circumstances, relevant laws or regulation, as well as guidance from the NACFB, FOS and ICO where applicable
• The investigation will be completed as quickly as possible, whilst upto 8 weeks is allowed, this will usually be completed within 5 working days, subject to the nature and complexity of the complaint
• You will receive regular updates about what’s happening and to discuss our findings. Upon conclusion of the investigation we will e-mail/write to you to let you know our final response. This letter will tell you what we have found, what we plan to do and how we came to our decision

 Escalating Complaints to the NACFB

• If you are not satisfied with outcome of the investigation (or Commercial Sense Ltd have not responded/provided a final response within 8 weeks) you can refer the complaint directly to the NACFB requesting them to investigate and determine whether Commercial Sense Ltd has breached the NACFBs code of conduct
• Whilst the NACFB will arbitrate between the parties it does not have any powers or sanction relating to any form of financial compensation
• NACFB contact details:
  • Phone: 020 7101 0359
  • Email: complaints@nacfb.org.uk
  • Post: NACFB, 33 Eastcheap, London EC3M 1DT

 Escalating Complaints to the Financial Ombudsman Service (FOS) 

• If you remain unsatisfied with the outcome and you qualify as an ‘eligible complainant’ (see the FOS website for the current definition) you can refer the complaint to the FOS
• FOS contact details:
  • Phone: 0800 023 4567 or 0300 123 9123
  • Email: complaint.info@financial-ombudsman.org.uk
  • Post: Financial Ombudsman Service (FOS), Exchange Tower, London E14 9SR

Escalating Complaints to the Information Commissioner’s Office (ICO)

• If you remain unsatisfied with the outcome and the complaint relates to the handling/processing of your data, you can refer the complaint to the ICO via their website