complaints procedure

 

We recommend starting by speaking with your relationship manager, as we are usually able to address your concerns and provide a solution quickly. Alternatively, you can reach us by emailing info@pivotfinance.co.uk or by writing to: First Floor, 17-18 Maddox Street, London, W1S 2QH

If we are unable to resolve your concerns within 3 business days, we will log a formal complaint and initiate a further investigation. Should you have any additional information that could assist in resolving the issue, please send it to us as soon as possible. We will provide you with our final response within eight weeks.

 

More detailed information below:

We value feedback from all our clients, whether it's positive or negative, and we encourage you to share your experiences with us. If you have any concerns, we are committed to addressing them and making things right. We carefully consider all feedback and strive to resolve any issues identified. Below is an outline of the process we follow to resolve complaints:

summary resolution

If an issue arises during your interactions with us, please reach out and share your concerns. In most cases, we can resolve the issue and provide a solution quickly. If we resolve the matter within three business days and you are satisfied with the outcome, we will send you a summary resolution response confirming that the complaint has been addressed.

formal investigation

If we are unable to resolve your complaint within three business days or if more time is needed, we will acknowledge receipt of your complaint and initiate a full investigation. Please provide any relevant documentation or information that could help us in the investigation, so we can resolve the issue as swiftly as possible.

final response

Once we have formally acknowledged your complaint, we will send our final response within eight weeks, in line with regulatory requirements.

resolving complaints further

If, after receiving our final response, you are still dissatisfied, please give us the opportunity to discuss the matter. We will do our best to explain our position, and if necessary, investigate further and address any remaining concerns.

 If you wish to contact us, please send an email to info@pivotfinance.co.uk, write to us at 1st Floor, 17-19 Maddox Street, London, W1S 2QH or telephone 020 3695 5510.