Complaints Policy

To help us deal with your complaint quickly and efficiently, please contact us with:

  • Your name and address.
  • Your account number.
  • Details of your complaint, including relevant references and dates.

For all complaints, please contact: FAO:Managing Director, Funding Pool (Bedford) Ltd, Bedford Heights, Brickhill Drive, Bedford, England, MK41 7PH

What you can expect from us

Our aim is to ensure you feel we have handled your complaint fairly and that you are fully satisfied with the outcome. If we cannot resolve your complaint immediately, we will send you a prompt acknowledgement confirming receipt of your complaint, we will undertake a full investigation addressing all the points you raise and will do our best to reply to you with our written response by post within 30 business days.

If we need more time to look into your complaint, we will: – tell you who is personally dealing with it – keep you updated on our progress – provide you with a written explanation of the reasons for the delay and tell you when we will respond in full.

If you’re not happy with the decision we’ve taken on your complaint and wish to take it further, you can ask the Financial Ombudsman Service to look into your complaint for you.

This is a free, independent service for resolving disputes between customers and financial services institutions. You’ll need to contact them within 6 months of the date of our final response letter, and they’ll ask to see the letter as summary of our investigation of your complaint.

Phone: 08000 234 567 (free for people phoning from a landline at home)
Or: 0300 123 9 123 (free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02)
Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Funding Pool (Bedford) Ltd (Company registration 12466463), Bedford Heights, Brickhill Drive, Bedford, England, MK41 7PH. Authorised & Regulated by the Financial Conduct Authority, registration no. 922493.

The Financial Conduct Authority (FCA) regulates financial services in the UK.

Funding Pool (Bedford) Ltd is a credit broker not a lender. The firm deals with a panel of lenders.