Make a Complaint

Make a Complaint

AskIf’s approach to handling complaints 

Ask InclusiveFinance (AskIf) is committed to delivering a professional, high-quality service to all customers. However, there may be occasionswhen you feel the level of service you receive has fallen below your expectations. We take all complaints seriously and will deal with your complaint in the manner outlined in this policy. 

AskIf is committed to ensuring that all complaints are investigated fully, impartially and with due consideration for confidentiality. It is our aim to beclear and transparent and to treat customers fairly. The purpose of this policy is to ensure that all customers of AskIf (applicants and borrowers)know how to make a complaint and how AskIf will handle the complaint. 

How to Register a Complaint  

If you are unhappy with our service you may raise this to our customer service team: 

  • In writing via email [email protected] ; or 
  • By post to Ask Inclusive Finance Limited, Canterbury Court, 1-3 Brixton Road, London SW9 6DE 

Any complaint made should include:

  • Your contact details (including postal and e-mail address and contact telephone number).
  • The subject of the complaint.
  • Information and evidence regarding the complaint.

Anonymous complaints will not normally be accepted but may be investigated where possible and will be acted upon at AskIf’s discretion. 

Complaints should, where possible, be made within three months of the incident occurring. 

AskIf Complaints Handling Process 

We will acknowledge all complaints promptly following receipt of the complaint in writing as outlined above. 

We will resolve complaints in accordance with one of three timelines: 

1. Satisfactory Resolution within Three Working Days 

    • Where possible, we aim to resolve complaints within three business days following receipt. This may involve telephone and/or e-mail communication as appropriate to the nature of the complaint. 
    • If the details of the complaint are not clear and concise, and there is ambiguity about the subject matter, we will always seek clarification before we begin our investigations. 
    • Complainants are encouraged to submit any supporting evidence they wish us to take into consideration when investigating the complaint. 
    • All complaints are closed with a written summary of our findings. 

The written summary will clearly state our conclusion in relation to the complaint. The decision will either be: 

    • Uphold the complaint, apologise and offer redress 
    • Not uphold the complaint, giving full reasons for the decision 
    • Resolution, where we have found a suitable and agreed outcome with the complainant 

2. Investigation within eight weeks

Where it has not been possible (or we determine that it will not be possible) to reach a conclusion within three days, meaning that a more in-depth investigation is required, we will inform you via e-mail and aim to provide a final response within eight weeks from receipt of the original complaint, as explained in more detail in Section 2 of this document. 

Where this is the case: 

    • Complainants will be regularly kept informed of progress during this period. 
    • We may also request additional supporting evidence from the complainant. 
    • Complainants are encouraged to submit any supporting evidence they wish us to take into consideration when investigating thecomplaint. 
    • Once the complaint has been fully investigated, a final response detailing the summary of our investigations will be sent to the complainant. 

The written summary will clearly state our conclusion in relation to the complaint. The decision will either be: 

    • To uphold the complaint, giving full reasons for the decision 
    • Resolution, where we have found a suitable and agreed outcome with the complainant 

3. Investigation over more than eight weeks 

Where for any reason we are unable to provide a final response within eight weeks, we will inform you via e-mail together with an explanation as to why we have been unable to complete our investigations within such time scale. We will also outline when we expect to be able to send our conclusion. 

Records  

A record of your complaint (as well as all supporting and related information and our responses to you, including documents generated as a result of the complaint and record of any action taken) will be retained for quality control and reporting purposes. These records will be kept onfile for as long as we consider to be reasonable in the circumstances (or any such shorter period permitted under applicable law or regulation), which may be up to six years.  

Closure 

AskIf will deem complaints to be closed when a conclusion has been sent to the complainant. Should you request the review of our initial conclusion, your complaint will be reopened and will remain open until a full review of the complaint and our response has been completed and the outcome has been communicated to you.  

Scope of this Policy 

Nothing in this policy should be interpreted to restrict any rights of redress the complainant has in law. However, the procedure set out in this policy may not be used to deal with any issue which is part of a legal action against AskIf. 

This policy does not confer any contractual rights and is subject to change or alteration at any time. 

AskIf will not reimburse any fees, expenses or cost involved in bringing a complaint to our attention. 

AskIf reserves the right to take any appropriate action to protect itself from any unfounded, malicious or vexatious allegations or complaints.