Complaints Procedure

 TrinityCap Financial Solutions strives to present the best service possible to our customers. If you are not satisfied with the service you have received we will aim to find a solution. We can only handle complaints that are based around the service that our company has provided. We are unable to handle complaints about equipment that you have purchased or the service of specific finance companies.

How to make a complaint

You can make a formal complaint by email or by phone.

• Email us: Nick@Trinity-Cap.co.uk
• Call us: 07538 333 482

How we handle a complaint

We aim to resolve a complaint as soon as possible, making sure we are thorough and impartial when handling the complaint. If we are unable to resolve the complaint within a week we will send written confirmation notifying you of our progress. This will include the reason as to why we have not yet resolved the complaint and who is handling the complaint within the company.In some cases it may take us longer to review the complaint, we will provide you with regular updates to make sure you are kept up to date. Once we have completed the review we will send a final response where we will outline our investigation and the decision we have made.

If you are still not satisfied

If you are not satisfied with the final decision or if 8 weeks have passed since submitting the complaint you may have the right to refer your complaint to the Financial Ombudsman Service. You must refer your complaint to the Financial Ombudsman Service within 6 months of your initial complaint. To contact the Financial Ombudsman Service:

• Website: www.financial–ombudsman.org.uk
• Telephone: 0800 023 4567 or 0300 123 9123
• Email: complaint.info@financial-ombudsman.org.uk
• Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR