Complaints Procedure
Find out how to make a complaint, understand our complaints procedure and find out how The Fiducia Network Ltd will investigate and respond.
Last Updated: 04/06/26
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Introduction to Our Complaints Procedure
This Complaints Procedure explains how to make a complaint to The Fiducia Network Ltd and how we will investigate, manage and respond to concerns raised about our services.
Fiducia Commercial Network and Fiducia Commercial Finance are trading names of The Fiducia Network Ltd. We are committed to providing a professional, transparent and high-quality service to all clients. If you are dissatisfied with any aspect of our service, we encourage you to tell us so that we can investigate your concerns and work towards a fair resolution.
We take all complaints seriously and aim to ensure our complaints procedure is straightforward, accessible and fair.
How to Make a Complaint
If you wish to make a complaint, please contact us using the details provided within this Complaints Procedure.
To help us investigate your complaint efficiently, please provide:
Your full name and contact details.
Any reference numbers relevant to your enquiry or application.
A clear explanation of your complaint.
Details of any third parties involved, where applicable.
Copies of any supporting documents or correspondence.
Information about how you would like the matter resolved.
Complaints may be submitted by telephone, email or in writing.
Providing as much information as possible at the outset will help us understand the circumstances and progress your complaint more efficiently.
Our Complaints Procedure
Once we receive your complaint, we will acknowledge it and begin our investigation.
Our complaints procedure is designed to ensure all complaints are handled consistently, fairly and in accordance with applicable regulatory requirements.
During our investigation we may:
Review relevant records and correspondence.
Consider the information provided by you.
Request additional information where required.
Consult with relevant team members or third parties involved in the matter.
Review any applicable regulatory or compliance requirements.
We will keep you informed throughout the complaints process and provide updates where appropriate.
What Happens During the Complaints Procedure?
Where possible, we aim to resolve complaints promptly and fairly.
If a complaint can be resolved within three business days, we may issue a Summary Resolution Communication confirming the outcome and any actions taken.
Where further investigation is required, we will provide a written acknowledgement and continue our review. During this period, we may contact you to request further information or clarification if necessary.
We aim to provide a final response as soon as reasonably possible and within the timescales required by applicable regulatory guidance.
Our final response will explain:
The outcome of our investigation.
The reasons for our decision.
Any actions we propose to take.
Information about any further options available to you.
Complaints Involving Third Parties
In some circumstances, a complaint may relate wholly or partly to a third party, such as a lender, service provider or another organisation involved in your enquiry or application.
Where appropriate, we may forward relevant information to that third party or work with them during the investigation process. If this is necessary, we will keep you informed and explain the reasons for doing so.
Where another organisation is responsible for investigating a complaint, we will make reasonable efforts to direct you to the appropriate contact.
Further Support
If you remain dissatisfied after receiving our final response, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS), subject to eligibility requirements and the nature of the complaint.
The Financial Ombudsman Service provides an independent service for resolving disputes between consumers and financial services firms.
Further information about the Financial Ombudsman Service can be found on their website.
The Financial Conduct Authority (FCA) regulates financial services firms in the UK and provides guidance on complaint handling requirements.
Complaints Contact Information
Compliance Team
The Fiducia Network Ltd
Unit 6 Aura Business Centre
Manners Road
Newark
NG24 1BS
Telephone: 01636 614060
Email: compliance@fiduciagroup.co.uk
Financial Ombudsman Service
If you are eligible to refer your complaint, the Financial Ombudsman Service can be contacted using the details below:
Website: Financial Ombudsman Service
Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Consumer Helpline: 0800 023 4567
Related Policies
For further information, please view:
These policies provide additional information about how we handle personal information, website accessibility and the use of cookies on our websites.
Questions About Our Complaints Procedure?
If you have any questions regarding our Complaints Procedure or need further guidance on raising a complaint, please contact our Compliance Team.