Complaints Procedure

It is our policy at BEF to Treat Customers Fairly at all stages of the process of applying, receiving and repaying your loan. The Business Enterprise Fund will fully investigate any grievance you may have about the service we provide and your experience of receiving loan finance from us, whether this relates to issues of procedure, client handling, financial administration or contract terms.

In compliance with FCA requirements the Business Enterprise Fund has a simple, credible and easy to follow process for dealing with any complaints, please follow the steps below:

Complaints Procedure

  1. Complaints should be made in writing (this includes email) by the person directly concerned and this should be sent to BEF’s Chief Executive Officer (CEO) at the addresses given below. Complaints involving actions of the CEO should be made to the Chairman of the Board.
  2. Following the receipt of a valid complaint a written acknowledgment will be sent to the complainant within 5 working days.
  3. All complainants will then be fully investigated internally by the Fund with the aim of providing the complainant with a full written response within 4 weeks of receipt.
  4. If any investigation cannot be completed within this timescale the CEO will write to the complainant explaining the reason for the delay and indicating when the final response can be expected.
  5. Once the complaint has been investigated and the complainant has been provided with a full written response to his concerns, this shall constitute the decision of the CEO (or the BEF Board as the case may be) and shall be a final decision with no right of appeal.
  6. However, all complainants if they continue to be dissatisfied may at this stage refer their complaint to the Financial Ombudsman Service for further consideration. The Financial Ombudsman Service may be contacted on 0800 023 4567 or via their website: www.financial-ombudsman.org.uk.

Address Details

Mr. Stephen Waud

Chief Executive Officer

Business Enterprise Fund

Devere House

Vicar Lane

Bradford

BD1 5AH

Email: stephen.waud @befund.org

Mr. Malcolm Lynch

Chairman of the Board

Business Enterprise Fund

Devere House

Vicar Lane

Bradford BD1 5AH