Complaints

It is our policy at the Business Enterprise Fund (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:

1. To ensure clarity, complaints should be made in writing (letter / email) by the person directly concerned and this should be sent to BEF’s Chief Executive Officer (CEO) at the address given below. Complaints involving actions of the CEO should be made to the Board.
2. It is at BEF discretion if complaints made by other means are investigated and will be dependant upon the clarity of the communication made/received. The individual may be invited to submit further detail via email to ensure BEF fully understand the nature of the complaint.
3. Following the receipt of a valid complaint, we will acknowledge your complaint promptly, normally within 5 working days.
4. All complaints will be fully investigated internally by BEF. We aim to resolve complaints as quickly as possible and normally within 4 weeks. Where this is not possible, we will keep you informed of progress and provide a final response no later than 8 weeks after receiving your complaint unless exceptional circumstances apply. 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, the complainant will be provided with a full written response and this shall constitute the Final Response. This will conclude our internal complaints process.
6. All complainants, if they continue to be dissatisfied, may at this stage refer their complaint to the Financial Ombudsman Service for further consideration. Referrals to the Financial Ombudsman Service must be made within 6 months of the Final Response. The Financial Ombudsman Service may be contacted on 0800 023 4567 or via their website: www.financial-ombudsman.org.uk. The Financial Ombudsman Service is free. The Financial Ombudsman Service will assess whether they are empowered under their remit to investigate your complaint.

Summary Resolution Process

If your complaint is resolved by close of business on the third day following receipt and you are in agreement with the resolution,  BEF may issue a summary resolution communication. The Summary resolution communication will confirm that the complaint is now closed.

We regularly review complaints to identify trends, root causes and opportunities to improve our products, services and customer experience.

If you require additional support in making a complaint, or require the policy in a different format, please tell us and we will make reasonable adjustments wherever possible.

Making a complaint will not affect any ongoing relationship with BEF. We will investigate all complaints fairly, objectively and impartially.

Address Details
Mr. Stephen Waud
Chief Executive Officer
Business Enterprise Fund
City Hub, 9-11 Peckover Street
Little Germany, Bradford
BD1 5BD
Email: [email protected]

The Board of Directors
Business Enterprise Fund
City Hub, 9-11 Peckover Street
Little Germany, Bradford
BD1 5BD