CHFinance

CHFinance

Advising & Protecting your Future!

Complaints Procedure

Version 1.5 Dated: 26/01/2024

Complaints received by letter

All complaints received by letter should be forwarded to the Complaints Officer for a written response.

Address:CHFinance
Office 3-14
Ivy Mill Business Centre,
Crown Street, Failsworth,
Manchester,
England
M35 9BG

Complaints received by email

Email: complaints@securealoan20252688.live-website.com

All complaints received by email should be forwarded to the complaints email complaints@securealoan20252688.live-website.com by email and flagged as high importance.

Complaints received by telephone

Telephone number: 0161 413 3519

All complaints received by telephone should be handled with courtesy. If there is doubt that the call is a complaint, the customer should be asked if they wish their call would be logged as a complaint. Details should then be forwarded to complaints@securealoan20252688.live-website.com or the CHFinance Complaints Officer.

Our Complaints Process

All complaints are recorded on our Complaints Log.

Upon receiving of complaint, the complainant will be sent a prompt written acknowledgement providing early reassurance that the complaint has been received and is being dealt with. The complainant will be kept informed of the progress of the measures being taken for the complaint's resolution.

We will aim to send the complainant a written statement providing the findings within four weeks of receipt of the complaint.

If the complaint is more complex, an explanatory holding response will be sent advising that additional time is required to investigate the complaint. CHFinance Complaints Officer will provide a final response within eight weeks or a further explanatory letter advising of the details for the further delay. This letter will inform the complainant that he is entitled to contact the Financial Ombudsman Service (FOS) if he is not satisfied with the delay.

Where complaints are resolved by the close of the third business day, a summary resolution communication will be sent promptly to the complainant.

Once the complaint has been investigated to a standard we are satisfied with, the findings will be reported to the complainant, and the complainant’s response will be retained.

Record Retention

We will keep a record of each complaint received, and the measures taken for its resolution and retain that record for a minimum period of:

  1. At least 5 years where the complaint related to MiFID business; and
  2. Three years for all other complaints.

Financial Ombudsman Service (FOS)

The final response letter sent to the customer will give the address and other contact details of FOS and include a copy of the FOS’s standard explanatory leaflet so that if the complainant is unsatisfied with the resolution of the complaint, he has the opportunity to pursue the complaint via the FOS scheme within six months of the date of the final email received from us.

For further information on the FOS, please see: http://www.financialombudsman.org.uk/

The Financial Ombudsman ServiceExchange Tower
London
E14 9SR

Note: The Ombudsman will not consider a case that has not first been referred to the Firm in the first instance.

Internal Reporting

Whether considered significant or minor, all complaints will be reported to CHFinance Complaints Officer (complaints@securealoan20252688.live-website.com) and logged using the Complaints Log. The record will detail the Firm’s response and any action taken. Action taken will be recorded on the Complaints Rectification Log. This will be monitored and provide Management Information where any recurring issues will be identified and resolved.

Important Information

ALWAYS SEEK ADVICE FROM A QUALIFIED MORTGAGE PROFESSIONAL.

THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR BUSINESS ASSETS. YOUR ASSETS MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A LOAN OR ANY OTHER DEBT SECURED ON THEM.

IF YOU ARE THINKING OF CONSOLIDATING EXISTING BORROWING, YOU SHOULD BE AWARE THAT YOU MAY BE EXTENDING THE TERM OF THE DEBT AND INCREASING THE TOTAL AMOUNT YOU REPAY.

Almost all firms offering financial services in the UK must be authorised by The Financial Conduct Authority (FCA) or be an Appointed Representative (AR) of a firm. You should only deal with authorised firms. If you deal with an unauthorised firm, you will not be covered by the Financial Ombudsman Service or Financial Services Compensation Scheme if things go wrong. Feel free to visit www.fca.org.uk.

On submission of your details, CHFinance will contact you and assess your needs. CHFinance will then put you in touch with a CeMAP qualified advisor that will provide advice and search the whole market panel of lenders for the best option for you.

Calls to and from CHFinance may be monitored and recorded for record-keeping, supervisory, training, and quality-assurance purposes.

We will always discuss and agree on any fee before the commencement of any work, and this will be made clear to you.

Contact UsPrivacy PolicyCookies PolicyComplaints Procedure

CHFinance is a trading name of CH Finance (UK) Limited. Registered address: 2nd Floor Oakhill Court, 171 Bury New Road, Prestwich, Manchester, M25 9ND.

CH Finance (UK) Limited is a limited company registered in England and Wales, Registration number 10924999. Licensed by the Information Commissioner's Office

Under the Data Protection Act Registration Number ZA274068. CH Finance (UK) Limited is an Appointed Representative of Clarke Hendrik Group Ltd, which is Authorised and Regulated by the Financial Conduct Authority, Firm Registration Number 982714. CH Finance (UK) limited FCA Registration Number: 788035.

CH Finance (UK) Limited will call you to complete an initial basic fact-find, and based on your criteria, we will introduce you to an FCA-regulated broker who will provide you with advice in the area you need. Should you proceed with any solution, CH Finance (UK) Limited will receive a commission from the FCA-regulated broker upon the successful completion of your case.

Calls to and from CH Finance (UK) Limited may be monitored and recorded for record-keeping, supervisory, training, and quality assurance purposes.

The guidance and/or advice on this website is subject to the UK regulatory regime and is therefore restricted to consumers based in the UK.

A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request, and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4 567. Please ensure you read our Privacy Policy before you contact us.

Important Information – Please Read Carefully

Bridging loans are short-term finance products and may not be suitable for everyone. They are intended to cover a temporary funding gap and should not be used as a long-term borrowing solution.

These loans are typically secured against property or land. If you fail to repay the loan in full by the agreed term, your property may be at risk of repossession.

A clear and achievable exit strategy – such as the sale of a property or a planned refinance – is essential before proceeding with bridging finance.

Due to their short-term nature and quick access to funds, bridging loans often carry higher interest rates and associated fees compared to traditional mortgages. These may include arrangement fees, legal costs, valuation charges, and broker fees.

Not all lenders offering bridging loans are regulated by the Financial Conduct Authority (FCA). Always ensure you work with an FCA-regulated broker or lender to benefit from regulated advice and consumer protection.

We strongly recommend seeking independent financial advice before taking out a bridging loan. It is important to fully understand the risks, costs, and whether this type of finance is appropriate for your individual needs.

BRIDGING LOANS: Interest rates start from 0.75% per month. For instance, if you borrow £100,000 over a 12-month period at a fixed interest rate of 0.75% per month, your monthly interest payment would be £750.00. The total interest payable over the term would be £9,000. Additional fees may include an arrangement fee of 1% to 2% of the loan amount and legal fees, which can vary depending on the lender and complexity of the transaction.

Please note: Bridging loans are typically short-term financing solutions and may carry higher interest rates compared to traditional loans. It's essential to have a clear repayment strategy in place.