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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 steps below:

Step 1: Raising a formal complaint

To do so, you can contact us in the following ways:

  • Calling us on 0800 051 8397 (Monday to Thursday 9am-5pm, Friday 8.30am-4.30pm)
  • Emailing a complaint to feedback@igfgroup.com
  • Writing to:
    Customer Services, Independent Growth Finance Ltd, 2nd Floor, Kingsgate, High Street, Redhill, RH1 1GS
  • Visiting us or we can arrange to visit you for a face to face discussion

Most issues are resolved at this stage – if it is not resolved quickly we will issue you with a complaints reference and the name of a dedicated complaints handler, who will keep you informed throughout the process.

We aim to do this within 5 working days. If this is likely to take longer than 14 days we will contact you to let you know.

Step 2: Internal review by Director

If you are still not satisfied, your case can be reviewed by one of our Directors by:

  • Emailing directors@igfgroup.com
  • Writing to:
    Customer Services, Independent Growth Finance Ltd, 2nd Floor, Kingsgate, High Street. Redhill, RH1 1SG


We will respond to your complaint as quickly as possible and aim to do this within a further 5 working days. If this is likely to take longer than 14 days we will again let you know. We will also keep you informed of the progress of your complaint at regular intervals.

Following the full review of your complaint by a Director, we will write to you to explain our findings. If we agree with any of the issues raised, 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

Our aim will be to reach a mutually acceptable agreement, and we expect to do this in the majority of the cases and will provide you with a detailed final response.

If IGF do not agree with your complaint, or we cannot agree on a mutually acceptable remedy, we will issue a letter outlining the final situation as we view it.  This is known as a ‘deadlock letter’.

Step 3: External review

Because IGF are a Member of UK Finance, this means that in the unfortunate event of a deadlock situation, our clients have access to a free and independent complaints process.

The independent Complaints Process can be accessed if:

  • You receive a deadlock letter in the last 6 months, or 12 weeks has passed since you first complained to us and no resolution has been agreed
  • The complaint was first raised with us less than 12 months ago
  • The annual turnover (revenue) of your business is less than £6.5 million

Complaints about UK Finance Members are ultimately handled by the Centre for Effective Dispute Resolution (“CEDR”), an independent, impartial and specialist dispute resolution organisation.  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
  • A financial award (up to a maximum of £28,000)
  • Any appropriate remedial action that is required

IGF is bound by any decision from CEDR, but clients are not.  Therefore, if you are not satisfied with their decision, you are free to pursue your complaint elsewhere.

Contact details for UK Finance are as follows:

Contact: Alex Waterman
Address: UK Finance, 5th Floor, 1 Angel Court, London EC2R 7HJ
Telephone: 0203 934 1456
Email Address: ifablstandards@ukfinance.org.uk
Website: www.ukfinance.org.uk/standardsframework/