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Consumer Complaints Procedure

Our Complaints Policy

We are committed to providing a high-quality financial introduction service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please provide us with your details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Financial Ombudsman http://www.financial-ombudsman.org.uk, any time within the next 6 months.

What will happen next?

  1. We will record receipt of your complaint within 5 days of receiving it and check that you have received a copy of this procedure.
  2. We will in the meantime investigate your complaint. This will normally involve passing your complaint to the Director, Mike Lowe, who will review the matter and speak to the member of staff who acted for you.
  3. The Director will contact you and try to resolve your complaint. If after 5 days your complaint has not been resolved he will send you an acknowledgement letter confirming the investigations which are taking place. All complaints which take longer than 24hrs to resolve will be acknowledged by letter.
  4. Any investigation and/or mediation will take no longer than 7 weeks to complete.
  5. If after 7 weeks your complaint is still not resolved, we will write to you to inform you of your statutory rights.
  6. If you are still not satisfied, you can then contact

The Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square

Isle of Dogs

London E14 9SR

(or if your concern is with regards to our handling of your personal data the Information Commissioner’s Office at https://ico.org.uk/concerns/handling/ ) with regards to your complaint. For further information, you should contact the Financial Ombudsman Service on 020 7964 1000 or email them on complaint.info@financial-ombudsman.org.uk. 

Creative Funding Solutions Limited is a brokerage regulated by the FCA, FRN Licence 631176. It’s services are advertised through this website to introduce you to a wide panel of lenders who may or may not offer you a loan and who may pay us a commission for doing so.

Please make sure you can afford the repayments before entering into any instalment agreement, as failure to make payments as they fall due could result in additional costs and you may find it more difficult to obtain credit in future.

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