Complaint Procedure 

Introduction 

We always aim to provide a high standard of care in all our lending business. Our customers’ views are important to us and help to ensure our loans are consistently meeting people’s needs. If you are unhappy with any of our service it is important that you let us know.  If a complaint alerts us to possible abuse or neglect we will tell the Council’s adult safeguarding team.The safeguarding team will decide how to investigate and monitor outcomes.   

Making a suggestion 

Often people feel more comfortable about suggesting improvements rather than complaining formally.Anyone receiving services, and their friends/ family, may make a suggestion. First you should speak to the Manager or their Deputy. If the suggestion is something that Acre Lane Capital Ltd as a company needs to consider you can send it to: Ian Wilson, CEO Acre Lane Capital, i.wilson@acrelanecapital.com . 

Making a complaint 

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence. Acre Lane Capital Ltd. assures clients and their families that it will not withdraw or reduce loan services because someone makes a complaint in good faith.  

Who can complain 

Anyone affected by the way Acre Lane Capital Ltd provides loan services to Acre Lane Funding 1 Ltd, Acre Lane Funding 2 Ltd, and Acre Lane Funding 3 Ltd can make a complaint.  A representative may complain for the affected person if they have died cannot make a complaint themselves, or have given consent for the representative to act on their behalf If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.  

How you can make a complaint 

You can complain: by telephone  through a member of our staff  through an advocate or representative  where someone complains orally we will make a written record and provide a copy of it by email.   

Anonymous complaints 

We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.  

Responsibility 

The Registered Manager has overall responsibility for dealing with all complaints made about their service. We will provide as far as is reasonably practical:·any help you need to understand the complaints procedure; or·advice on where you may get that help.  

How we handle complaints 

Ian Wilson may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint. We will acknowledge a complaint within 7 working days and give you the name and contact details of the person investigating it.    We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you. When we have finished investigating, we will arrange to meet with you to discuss the outcome, andwrite to you with:·      details of the findings;·      any action we have taken; and·      our proposals to resolve your complaint.    

Time limits 

You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than six months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.    

Further steps
 

At any stage during the process, if you are not happy with the way Acre Lane Capital Ltd is dealing with your complaint you can contact Ian Wilson, Managing Director at: Acre Lane Capital Ltd, Verulam Point,Station Way, St Albans, Hertfordshire AL1 5HE Tel: 0203 918 6050. 

Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Courts or the Ombudsman.      

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This information is strictly for the use of approved intermediaries only. Acre Lane Capital Ltd,a limited  company registered in England under 11518927  whose registered address is Verulam Point, Station Way, St Albans, Hertfordshire AL1 5HE. Acre Lane Capital Limited is registered with theOffice of the Information Commissioner for data protection purposes (reg. noZA457199). © Acre Lane Capital Limited 2021.