If something has gone wrong
We'd rather hear about it than not. Here's how to raise a complaint, what we'll do about it, and where you can take it if you're still not satisfied.
Tell us first
The quickest route is usually straight to us. Call Harley Adamson-Paull on 07909 903096 or email harley@mhcommercialfinance.co.uk. Most things are sorted out with a conversation.
Or go to our principal firm
MH Commercial Finance Ltd is an appointed representative of White Rose Finance Group Limited, who are authorised and regulated by the Financial Conduct Authority. That means complaints about our advice are handled through their compliance function, and you can go to them directly if you'd prefer:
Richard Stanley, Compliance Manager
White Rose Finance Group Limited
Brookfield Court, 1 Selby Road, Garforth, Leeds, LS25 1NB
rstanley@whiterosefinance.com
A complaint can be made in writing, by email, by phone or in person. Writing it down helps, because it makes sure nothing gets lost, but it isn't required.
What happens next
You'll get an acknowledgement in writing, generally within five business days. The aim is to resolve the complaint as quickly as possible, and at the latest within eight weeks of it being received. If for some reason that isn't possible, you'll be told why and when you can expect an answer.
If you're still not happy
You may be able to refer your complaint to the Financial Ombudsman Service, an independent body that settles disputes between financial firms and their customers, free of charge. This normally needs to be done within six months of receiving the final response.
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
0800 023 4567
financial-ombudsman.org.uk
Not every case falls within the Ombudsman's remit — some commercial lending, buy-to-let and bridging finance sits outside FCA regulation. We'll tell you where you stand when we respond.