Complaints
If we have got something wrong we would rather hear it from you than not hear it at all.
How to raise a complaint
Write to us at hello@approdo.co.uk, or post to Kincraigie, Over Ross Street, Ross-on-Wye, HR9 7AU. Tell us what happened, when, and what you would like us to do about it.
What happens next
- We acknowledge your complaint in writing within three working days
- We review it against the case file and our correspondence with you
- We aim to give you a final written response within four weeks, and always within eight
- If we need longer we will write and tell you why
If you are still not satisfied
This matters, so we will put it plainly rather than bury it. Approdo Limited is not authorised or regulated by the Financial Conduct Authority, and the facilities we arrange are unregulated commercial loan contracts. Complaints about unregulated business do not fall within the jurisdiction of the Financial Ombudsman Service, and unregulated agreements are not covered by the Financial Services Compensation Scheme.
That means you cannot escalate a complaint about us to the Ombudsman. Your remaining options are negotiation with us, mediation, or the courts. You should factor that into your decision to use us at all, which is precisely why we would rather you read it here than discover it later.
If your complaint concerns the lender rather than us, the position may differ. Some lenders are FCA authorised for other parts of their business, and we will tell you who your agreement is actually with and how to complain to them.