Feedback

Feedback Procedure

At MarketFinance, every one of our customers is important to us. All feedback is useful to create the best possible experience. Of course, we always appreciate hearing when you’ve been impressed. But we’re constantly looking to improve, so if you think something hasn’t quite matched your expectations then we’d like to know. We’ll do our best to fix it and make things right.

How to provide feedback

We accept all feedback from our customers, their representatives or any other third party who hasn’t been satisfied with a part of our service.

We always take comments seriously and if they’re negative we try to resolve these issues as quickly and efficiently as possible. It’s important to us that you’re heard respectfully.

If you’d like to submit feedback to us then please fill in the form to the right and we’ll be in touch as soon as possible. Alternatively, you can contact us through any of the following channels:

Emailcomplaints@marketfinance.com
Phone020 3966 4964
PostFloors 2-5
48-50 Scrutton Street
London EC2A 4XQ

If you’re submitting feedback in writing please include the following:

  • Your name
  • A summary of your feedback
  • The best way for us to contact you

How long will I have to wait?

We’ll be in touch through your preferred channel as soon as we can after receiving your feedback. We aim to resolve enquiries by the end of the next business day but sometimes this isn’t possible. If that’s the case then we’ll make sure to let you know how we plan on dealing with the issue and we’ll let you know how long it will take.

We try to resolve all issues within five business days, but if a problem requires longer to sort out then we’ll be in touch to explain why. This final response will be with you in writing within four weeks, either by email or letter.

Complaints Escalation

We hope that you won’t need to progress your complaint after receiving our final response. However, if you feel this still doesn’t meet your expectations then you can escalate your feedback. Please ask your initial contact to take this to a senior team member, who will first make sure your issue has been handled correctly. They will then be in touch directly to discuss the matter further.