CLCF is a trading name of Charles Louis commercial Finance Ltd

Our complaints procedure: 

If you email us at , we will notify you of receipt.

If you complain verbally, we will acknowledge your complaint and give an account of your complaint to us and ask you for acceptance of our account of the complaint.  If you are not satisfied with our account of your complaint we will ask you to respond with your account of your complaint in writing.

We will acknowledge your complaint and enclose a copy of the following procedures.

If you make an oral complaint we will set out our understanding of your complaint in our response.

If we are satisfied that another firm may be responsible for concerns arising, we will forward the complaint, or the relevant part of that complaint to the offending firm.  We will write to you confirming our actions and provide contact details of the offending firm concerned.

Should we resolve your complaint within three full business days from receipt of your complaint and the resolution is to your satisfaction, we will issue a written summary of findings and conclusion.

If having received this letter you remain dissatisfied, you may refer the issue to the Financial Ombudsman Service (FOS) who can be contacted at: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, Telephone 0800 0234 567 or www.financial-ombudsman.org.uk.

We will also provide you with a copy of the Financial Ombudsman Service leaflet; ‘your complaint and the ombudsman’.
Please note: unregulated mortgage and bridging products are not covered by the Financial Ombudsman service.

If your complaint cannot be resolved within this time, we will ensure that you are kept informed of our progress regarding the investigation.

We will endeavour to send you our Final Decision Letter; addressing your concerns and providing you with our decision within 8 weeks or keep you informed of the progress if it is not resolved before then.

If our investigation is still ongoing after 8 weeks, we will send you confirmation of this in writing along with an explanation as to why we have been unable to complete our investigations within this timescale. We will also give you an indication when you can next expect contact from us and a copy of the FOS’s leaflet above.

At this stage, you will be entitled to refer your complaint to the Financial Ombudsman Service (see details above).
We will continue to investigate your complaint until we are in a position to send you our Final Decision Letter.

If your complaint is upheld, we will provide you with fair compensation for any acts or omissions for which we are responsible, once you have accepted our decision.

If you are not satisfied with the outcome of your complaint, you can refer the matter to the FOS at the above address. Please note you must refer the matter to them within 6 months of the date of our Final Decision Letter. Further details about this will be confirmed in the FOS’s leaflet.

We shall deem the matter closed when our Final Decision Letter has been issued or where you have accepted our earlier response.