Complaints Policy We are a London-based broker specialising in all types of bridging finance in the UK. We have partnered with SPF Short Term Finance who are an award-winning intermediary and able to process your application and pair you with an established lender. We are a registered broker with the Financial Conduct Authority, under the Financial Registration Number: 770276 and our company number is 10437769. We do not charge customers for using our service and do not pass on your details to any other companies without your permission. Our Complaints Policy We take complaints handling very seriously and are committed to providing a quality service for our customers. We want to ensure that our users are happy with the service that they have received via on our website and have had a good experience with the intermediaries and lenders we have recommended. Our Procedures You can contact us in the following ways: Email: dan@octagoncapital.co.uk Write to us at: Octagon Capital, 3-4 Holborn Circus, Holborn, London, EC1N 2HA Upon receiving your complaint: You will receive a response in 24 hours or less (on any working day). We will aim to resolve your complaint on the same working day. If you complaint has not been resolved on the same day, we will send you a formal letter within 5 business working days explaining the nature of your complaint and how it is being dealt with. You will receive an update within four weeks of making your initial complaint to let you know the outcome of the investigation. If we have been unable to find a resolution at this stage and further investigation is needed, we will write to you at this stage informing you of the reason for the delay. We are committed to making sure you receive a final response letter within eight weeks of the Company receiving your complaint. If you are not happy with the resolution offered, you can request a formal review from our Complaints Managers or the Financial Ombudsman Service. Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. Telephone: 0800 023 4567 Email: complaint.info@financial-ombudsman.org.uk
