Our commitment
Funding Societies Company aims to handle complaints fairly, respectfully and consistently. Submitting a complaint should not affect your right to receive appropriate service.
How to submit a complaint
You may submit a complaint through the official email, telephone, WhatsApp or postal address shown on the Contact Us page.
Information to provide
To help us understand and investigate your complaint, include:
- Your full name and contact details
- Your application reference number, where available
- A description of what happened
- Relevant dates and communications
- Copies of supporting documents, where appropriate
- The outcome or resolution you are requesting
Acknowledgement
The company should acknowledge receipt of the complaint within the timeframe stated in its approved internal complaint policy.
Investigation
An authorised team member should review the application record, communications, supporting documents and any relevant internal process. The company may contact you for clarification.
Response
The company should provide a clear response explaining its findings and, where appropriate, the proposed resolution or next step.
Escalation
If you remain dissatisfied, request internal escalation. The company must insert the correct external regulator, ombudsman, dispute-resolution body or complaint avenue applicable to its licence and products before launching this page publicly.
Confidentiality and records
Complaint information should be handled confidentially and retained in accordance with applicable legal, compliance and record-keeping requirements.
Administrator action required
Before launch, insert the official complaint email, telephone number, department name, acknowledgement target, response timeframe and any applicable external escalation details.