Complaints
Capiteq is committed to providing a high standard of service to every investor, borrower and partner we work with. We take all concerns seriously, and where something falls short of the standard you expect, we want to hear about it. This page explains how to raise a complaint and how we will handle it.
How to raise a complaint
You can raise a complaint with us in writing, by email or by post. Putting your concern in writing helps us record the detail accurately and respond fully.
What to include
So that we can look into your complaint quickly and fairly, please include the following where you can:
- Your name and preferred contact details
- The nature of your relationship with Capiteq, for example an investment, a facility or another arrangement
- A clear description of what has gone wrong and when it happened
- What you would like us to do to put things right
- Copies of any relevant correspondence or documents
How we will handle it
We will acknowledge your complaint promptly, normally within five business days of receiving it, and let you know who is dealing with it. We then investigate the matter thoroughly and impartially, drawing on the relevant records and, where needed, the people involved.
We will keep you informed of our progress and aim to provide a full written response within eight weeks. If we are unable to resolve the matter within that period, we will write to explain why and tell you when you can expect a further response.
If you remain dissatisfied
If you are not satisfied with our final response, you may, depending on your circumstances and how you are classified under the applicable rules, be entitled to refer your complaint to an independent body such as the Financial Ombudsman Service. We will confirm in our final response whether this option is available to you and how to pursue it.
Our commitment
Every complaint is an opportunity for us to improve. We review the concerns we receive to identify where we can do better, and we treat each one with care, fairness and discretion.