Feedback

Feedback Procedure

At MarketFinance 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.


Providing Feedback

We accept feedback from our customers, their representatives or any other third party who may wish to express dissatisfaction with any aspect of our service.

We recognise the need to respond swiftly to customer feedback and will endeavour to resolve these quickly and efficiently.

You can submit a feedback at any time by completing the form to the right. Alternatively, you can contact us through any of the following three channels:

Post

Floors 3-5

48-50 Scrutton Street

London EC2A 4XQ

If you are submitting a feedback in writing please include the following:

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

Timelines

We will acknowledge your feedback promptly and will do all we can to resolve your enquiry by the end of the next business day. If this is not possible MarketFinance will let you know how we will be dealing with your feedback and what our timeline for resolution will be. MarketFinance seeks to resolve all feedback enquiries within five business days.

Within four weeks after receiving a feedback we will send you a final response or a response that explains why we are not in a position to resolve it. Our final response to the feedback will be communicated to you in writing by either email or letter.


Complaints Escalation

We hope that you will not need to progress your complaint after receiving the final response. However, if you are still unhappy you may ask your initial point of contact that the complaint be escalated to a senior member of our staff who will check that your complaint has been dealt with in accordance with our internal policies, and that appropriate responses have been given.