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Client Centre

Complaints procedure

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When you choose IGF as your finance provider you join a team that will treat you with respect, provide you
with value for money, effective and timely services and offer you a unique range of facilities unlikely to be
matched elsewhere.

As a company, we are committed to exceeding our clients’ expectations and, as adopters of the UK Finance
Code of Conduct, we aim to deal with you fairly and responsibly at all times.

We try our best to provide an excellent service to all our customers and naturally we are always interested in
finding new ways to improve our service. We also know that sometimes we get things wrong, so we have put
together the following to show what you can expect if you have concerns about your service or wish to make a
complaint.

If you have raised the issue through your normal contact channels and still believe that the matter has not
been adequately addressed, or you do not feel able to raise the issue with your usual IGF contacts, please
follow the following steps:

Step 1: Raising a formal complaint

To do so, you should email complaints@igfgroup.com.

Where this is not possible, you should contact your Client Manager directly or write to us at:

IGF Group Services Ltd, 2nd Floor, Kingsgate, High Street, Redhill, Surrey, RH1 1SG

Most issues are resolved at this stage and we aim to do so within 14 working days. If it is likely to take longer
than this, we shall contact you to let you know. It is likely that your Client Manager and our Head of Portfolio
will seek to hold a face to face meeting to discuss the complaint.

If the issue is not resolved you will be issued with a complaints reference number and provided with contact
details of our Operational Risk Manager, who will keep you informed throughout the process.

Step 2: Internal review by Director

If you are not satisfied with the outcome, the Operational Risk Manager will refer your case to additional
senior staff for review.

Where possible, we will respond to your complaint within a further 14 working days. If it is likely to take longer
than this, we shall contact you to let you know.

Our aim will be to reach a mutually acceptable agreement, and we expect to do this in most cases.

Following the full review of your complaint a letter documenting the findings will be sent to you. Where the
complaint is upheld in your favour, we may offer you one or more of the following remedies:

  • A letter of apology
  • An explanation of the steps that we will take to put things right
  • An offer of compensation

If we do not agree with your complaint, or a mutually acceptable remedy cannot be agreed, this letter
outlining the final situation as we view it will be your ‘Deadlock Letter’.

Step 3 External review

As members of UK Finance, in the unfortunate event of a deadlock situation, our clients have access to a free,
independent and impartial complaints process ultimately handled by the Centre for Effective Dispute
Resolution (“CEDR”) who are a specialist dispute resolution organisation.

The independent Complaints Process can be accessed if:

  • The action relating to the complaint took place on or after 13 July 2013
  • You have allowed us 12 weeks from the point of a complaint being formally made to achieve a resolution or you have in your possession a Deadlock Letter
  • The complaint was first formally raised with us less than 12 months ago
  • You are not seeking a financial compensation greater than £50,000, or £28,000 if the complaint relates to an issue prior to 1 January 2021

The CEDR will review the evidence and take into account the relevant law, contract between the Complainant
and IGF, the UK Finance Invoice Finance and Asset Based Lending Code and fairness and reasonableness.

Should you choose to pursue this option, you are able to formally register the complaint with them via the
following methods:

In writing: UK Finance, 5th Floor, 1 Angel Court, London, EC2R 7HJ

Telephone: 0203 934 1456

Email address: IFABLStandards@ukfinance.org.uk

Website: https://www.ukfinance.org.uk/standardsframework/

CEDR will review the evidence and where appropriate and possible recommend an informal resolution to both
parties. Where this is not accepted CEDR will complete a full adjudication and produce a final decision.

If a complaint is upheld by CEDR, they have the power to require IGF to provide any of the following remedies:

  • A letter of apology; and/or
  • An explanation of what went wrong; and/or
  • Any appropriate remedial action that is required; and/or
  • A financial award (up to a maximum of £50,000 or £28,000 if the complaint relates to an issue prior to January 2021)

IGF is bound by any decision from CEDR, unless you decline the final decision, but you are not. As a result, if
you are not satisfied with their decision, you are free to pursue your complaint elsewhere.

Contact us today on 0800 051 8397 to find out more about how our asset-based lending solutions can help you grow your business