We take responsibility for our activities and
are committed to achieving the highest possible standard of
customer care. We make every effort to uphold our service standards
by providing a service that is efficient, reliable, personal,
professional and transparent.
Our application process aims to ensure that
investments are placed with viable businesses. Our primary concern
is making serviceable and prudent investments. Although each
proposal receives careful attention, we cannot commit to agreeing
to every application.
If you have a complaint about a commercial
investment decision, please contact us.
Our fund managers will be happy to discuss any aspect of their
decision making process. If an application is declined, only
additional supporting information is likely to result in that
decision being reversed.
If you have a complaint about the way an
application has been handled, please contact
us. We will be happy to investigate and deal with any
For any other type of complaints outside of an application
decision, please use our contact us page.
We can be contacted between 9am and 5pm, Monday to Friday. If you
need to speak to us outside these hours, you can email us or leave
a message on our answer phone and we will call you back the next
Summary of Finance Wales Complaints Handling Process
- Step 1 - Contact us via
phone, email or post (see contact us page for details) with the
full details of your complaint.
- Step 2 - Once your complaint
has been received we will contact you to tell you we are looking
into your complaint and when you can expect to hear back from
- Step 3 - Once we have
thoroughly looked into your complaint we'll write to you to let you
know our final response. This will be a detailed letter that
outlines what was looked, any actions from the results and the
Financial Ombudsman Service
If you are not happy with the decision we've
taken on your complaint and wish to take it further you can ask the
Financial Ombudsman Service* to look into the complaint for you.
This is a free, independent service for resolving disputes between
customers and financial services institutions. You'll need to
contact them within 6 months of the date of our final response
letter, and they'll ask to see the letter as summary of our
investigation of your complaint.
*Please note the Financial Ombudsman Service
will only be able to take your complaint forward if you have a
regulated credit agreement or you qualify as a micro-business.
The FCA’s definition of a micro-business can be found
More details about the Financial Ombudsman
Services are available as follows:
Post: The Financial Ombudsman Service,