Borrower Signup

Investor Signup

Complaints Procedure

Borrower Signup

Investor Signup

A compliant is an expression of dissatisfaction delivered in writing or orally, whether justified or not, from, or on behalf of a person or company, about a provision of, or failure to provide, a financial service or redress determination, which alleges that the complainant has suffered or may suffer financial loss, material distress, or material inconvenience.

All complaints are formally recorded. The details/nature of the complaint as we understand it from the detail you provide are documented.

We will write to you to acknowledge your compliant within 5 days of receipt of the complaint. We will also provide details of the complaints procedure at this point.

We will investigate the complaint and aim to resolve the complaint within 4 weeks, however, should this not be the case, we will provide a further letter detailing the progress made and again highlighting the process.

A Final Response will be sent within 8 weeks of the complaint being received. At this point, should you decide that you have not received a satisfactory conclusion or response, you can refer your complaint to the Financial Ombudsman Scheme (FOS). A leaflet and address for correspondence will be provided with our Final Response letter or after 8 weeks.

At Huddle Capital each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.

Huddle Capital Complaints Procedure

  1. We will acknowledge your complaint within 5 working days of receipt of your complaint.
  2. We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
  3. We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
  4. If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:
    Financial Ombudsman Service (FOS)
    South Quay Plaza
    183 Marsh Wall
    London
    E14 9SR
    You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

Contact US

Email: complaints@huddlecapital.com
Phone: 01134681408

Sign up to our mailing list

Sign up to be first for news, updates and pre-launch access.

Investor Signup

Private Lender Signup