If something has gone wrong, we want to hear about it directly. We are a small firm and complaints are read by a director, not routed through a call centre.
How to complain
Email complaints@ailsworthcapital.com, or write to us at Ailsworth Capital Ltd, 960 Capability Green, c/o MMK Accountants Ltd, Luton, LU1 3PE.
It helps if you can tell us:
- Your name and how to reach you
- The facility or enquiry the complaint relates to, if there is one
- What happened, and when
- What you would like us to do about it
What happens next
Acknowledgement
We confirm receipt within 5 working days and tell you who is dealing with it.
Investigation
We review the file and speak to anyone involved. We may come back to you for more detail.
Response
We write to you with our findings within 8 weeks, explaining what we found and what we propose to do. If we cannot resolve it in that time, we will tell you why and when to expect an answer.
If you are not satisfied
If you are unhappy with our response, write to us again and a director who was not involved in the original decision will review it.
Please note: we lend to companies and to individuals for business and investment purposes. Facilities of this kind are not covered by the Financial Ombudsman Service, so a complaint to us is not a step towards an ombudsman referral. If you are unsatisfied with our final response, you may wish to take independent legal advice.
Data protection complaints
If your concern is about how we have handled personal information, see our privacy notice. You also have the right to complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113.
Our record
We keep a record of every complaint, what it concerned and how it was resolved, for six years.