Complaints Policy
We are committed to providing a professional and reliable service. If you are dissatisfied with our platform or services, please let us know so we can investigate and respond fairly.
1. How to make a complaint
Please send your complaint to:
- Email: info@buildfund.co.uk
- Post: Black Bull House 353-355 Station Road, Bamber Bridge, Preston, Lancashire, United Kingdom, PR5 6EE
- Please include your name and organisation, your contact details, details of the issue, relevant dates, any supporting documents or screenshots, and the outcome you are seeking.
2. What happens next
We will:
- acknowledge your complaint as soon as reasonably practicable,
- investigate the matter,
- request further information where required,
- provide a substantive response within a reasonable time.
- Where the complaint relates to a third-party lender, adviser or provider, we may direct you to that organisation where they are responsible for the issue, although we may still review any platform-related concerns.
3. Scope of this policy
This policy covers complaints about our platform, our service, our staff and our handling of your information.
It does not determine complaints that relate solely to the lending or professional services of third parties, though we may assist by pointing you to the appropriate contact.
4. Regulatory position
As stated in our Regulatory Status Notice, we are not authorised or regulated by the Financial Conduct Authority unless expressly stated otherwise. Complaints should therefore be directed to us in the first instance, and any statutory rights you may have against a regulated third party should be pursued with that firm where relevant.
5. Contact
Questions about this policy can be sent to info@buildfund.co.uk.