Complaints Policy

How to Make a Complaint

If you wish to raise a complaint, you can contact us at: enquiries@safelendingco.com

To help us investigate and resolve your complaint as efficiently as possible, please provide the following information:

• Your full name
• Your address
• Your contact telephone number
• A clear description of your complaint

We will make every effort to resolve your complaint as quickly as possible.

How We Handle Your Complaint

If we are unable to resolve your complaint immediately, we will acknowledge it in writing and begin our investigation.

We will review the details of your complaint and may contact you if further information is required. Our aim is to resolve your concerns promptly and to keep you informed of the steps we are taking to address the issue.

Where additional time is required, we will carry out a full review and provide you with a written outcome, our Final Response. We aim to provide our Final Response within eight weeks of receiving your complaint. If we are unable to do so within this period, we will write to explain why and let you know when you can expect a response.

If You Remain Dissatisfied

Our lending is provided exclusively to certified High Net Worth Individuals as exempt agreements under Article 60H of the Financial Services and Markets Act 2000 (Regulated Activities) Order 2001. Because these are not regulated credit agreements, complaints about our lending are not covered by the Financial Ombudsman Service, and you confirm your understanding of this before entering into any agreement with us.

If you remain dissatisfied after our Final Response, you may wish to seek independent legal advice about the options available to you.

Data Protection Complaints

If your complaint concerns how we have collected, used or protected your personal data, please raise it with us first. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent regulator for data protection.