Complaints Policy 

Introduction

At Shadowfax Funding Solutions Limited, we pride ourselves on delivering a professional and transparent service to all our clients. However, we understand that sometimes things don’t go as expected. If you’re not entirely satisfied with any aspect of our service, please let us know – your feedback is essential in helping us improve.

We are committed to handling all complaints competently, diligently, and impartially.

How to Make a Complaint

You can contact us by phone, email, or in writing. Our contact details are listed at the bottom of this page.

To help us resolve your complaint efficiently, please provide the following:

• Your full name and address

• Any relevant reference (e.g. agreement number)

• Your preferred contact details

• A clear description of the issue

• Details of any third party involved (if applicable)

• What outcome you are seeking

• Any supporting documents that may help us understand the situation

What Happens Next?

We aim to acknowledge your complaint within three working days of receiving it. If we’re able to resolve your concern quickly, we will send you a Summary Resolution Communication – a written confirmation that your complaint has been resolved to your satisfaction.

If a more detailed investigation is required, we will:

• Keep you updated throughout the process

• Provide a clear and fair explanation of our findings

• Communicate our final decision in writing

Should it take longer than eight weeks to resolve your complaint, we will write to explain the delay and keep you informed of progress.

If You’re Still Unhappy

If you’re dissatisfied with our response, and your complaint relates to a regulated activity, you may be able to refer the matter to the Financial Ombudsman Service (FOS) – provided you meet the definition of an “eligible complainant.”

You may also have the right to refer your complaint to another appropriate body, such as the NACFB or the Information Commissioner’s Office (ICO), depending on the nature of the complaint.

Where applicable, we will indicate whether we consent to waiving the relevant time limits as set out in the FCA Handbook (Dispute Resolution).

Financial Ombudsman Service (FOS)

• Address: Exchange Tower, London, E14 9SR

• Consumer Helpline: 0800 023 4567 or 0300 123 9123

• Email: complaint.info@financial-ombudsman.org.uk

• Website: www.financial-ombudsman.org.uk

Online Dispute Resolution (ODR) Platform

The European Commission offers an Online Dispute Resolution platform to assist with complaints about online transactions. This does not replace our complaints procedure but provides an alternative route for resolution. For more information, visit: http://ec.europa.eu/odr

Contact Us

Shadowfax Funding Solutions Limited
Parkhill Business Centre
Walton Road
Wetherby
West Yorkshire
LS22 5DZ

Phone: 0113 518 2253
Email: info@shadowfaxfunding.com