+442035187137 info@mabsfundingsolution.co.uk
Complaints Policy

Our Commitment to You

At MABS Funding Solution, we are committed to providing a high-quality service to all our clients. We value your business and strive to meet your expectations in every interaction. We acknowledge that sometimes things can go wrong, and when they do, we are dedicated to resolving any issues fairly, promptly, and effectively.

This policy outlines our procedure for handling complaints, ensuring a clear and transparent process for you to follow.

1. What Constitutes a Complaint?

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of our service, advice, or staff, which requires a formal response.

2. How to Make a Complaint

We aim to make the complaints process as straightforward as possible. If you have a complaint, please contact us through one of the following methods:

  • In Writing: Please address your complaint to our Complaints Handling Officer at our registered office address:MABS Funding Solution
    Avicenna House, Suite 706, Seventh Floor
    258-262 Romford Road, Forest Gate
    Greater London, London, United Kingdom
  • By Email: For a quicker response, please email your complaint to sales@mabstech.co.uk. Please use the subject line “Formal Complaint” to ensure it is directed correctly.
  • By Phone: You can call us at +44 20 3518 7137 to discuss your concerns. If the issue cannot be resolved immediately, we may ask you to submit your complaint in writing or via email to ensure we have all the necessary details.

When making a complaint, please provide us with:

  • Your name, company name, and contact details.
  • A clear description of your complaint.
  • Any relevant documentation or correspondence (e.g., contract references, emails).
  • Details of what you would like us to do to resolve the matter.

3. Our Complaints Procedure

Stage One: Acknowledgement and Initial Review

  • We will acknowledge receipt of your complaint within 48 hours of receiving it.
  • Your complaint will be assigned to a dedicated Complaints Handling Officer who will conduct a thorough investigation.

Stage Two: Investigation

  • Our Officer will review all the information you have provided and examine our internal records related to your case.
  • They may contact you for further information or clarification during this stage.
  • We aim to complete this investigation and provide you with a substantive response within 15 working days.

Stage Three: Final Response

  • If we cannot resolve your complaint within 15 working days, we will write to you to explain the delay and provide a revised timeframe.
  • Once the investigation is complete, we will send you a final written response. This letter will detail our findings, any actions we have taken, and the proposed resolution.

4. If You Are Not Satisfied with Our Response

We are confident that we can resolve most issues internally. However, if you remain dissatisfied after receiving our final response, you may be eligible to refer your complaint to an independent alternative dispute resolution (ADR) scheme. We will provide details of a certified ADR provider in our final response letter, should this be necessary.

5. Contact Us

We hope you never have reason to complain, but if you do, we are here to listen and make things right.

MABS Funding Solution
Avicenna House, Suite 706, Seventh Floor
258-262 Romford Road, Forest Gate
Greater London, London, United Kingdom

Phone: +44 20 3518 7137
Email: sales@mabstech.co.uk
Website: https://mabsfundingsolution.co.uk/