Funding Solutions

Our range of flexible business finance solutions includes Asset Based Lending, Invoice Discounting and Factoring along with Bad Debt Protection.

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Founded on expertise. IGF is a leading independent commercial finance provider with a national presence.

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Client Centre

Complaints procedure

Give Us Feed Back

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 helping clients meet their requirements and, as adopters of the ABFA 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 wish to make a complaint:

If you have tried our normal contact channels and still have a complaint please follow the following steps:

Step 1

You can contact us in the following ways:

  • Calling us on 0800 206 1691 (Monday to Friday 9am-5pm)
  • Emailing a complaint to feedback@igfgroup.com
  • Writing to:
    Customer Services, 2 Maidstone Road, Paddock Wood, Tonbridge, TN12 6GF
  • 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, 2 Maidstone Road, Paddock Wood, Tonbridge, TN12 6GF

Outcome

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, some of the following actions may occur:

  • Apologise
  • Explain our findings and why it has occurred
  • Take appropriate action to put things right
  • Explain our next steps
  • Compensation from IGF (if applicable)

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 are unable to reach an agreement we will write to you explaining our position and provide a final offer. This is known as a deadlock letter

Step 3 External review

You can choose to accept our final offer. If you remain dissatisfied, you can contact the ABFA for a free and independent review of your concerns.

They may investigate your complaint if:

  • You receive a deadlock letter from us
  • You have not received a deadlock letter, but at least 12 weeks have passed since you first made the complaint to us and we have not advised you that further time is required to investigate.
  • If the ABFA finds that we have not acted correctly it shall pass your case to the ABFA Ombudsman, it will recommend what we should do to put things right. This may include.
  • An apology
  • Explanation from IGF
  • A financial award from IGF (if applicable)
  • A service or practical action. e.g. remove charges if you have been charged incorrectly

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

ABFA Ombudsman Services: Contact Details
Telephone: 0208 332 9955
Website: www.abfa.org.uk/standards.asp
Address: The ABFA, 3rd Floor, 20 Hill Rise, Richmond, Surrey, TW10 6UA