Dealing With Your Complaint

Our aim is to provide you, at all times, with a first class standard of service. There may, however, be occasions when you feel that this objective has not been achieved. We take all complaints seriously and will deal with your complaint in the manner outlined in this document.

Transmit Start-Ups is committed to ensuring that all complaints are investigated fully, impartially and with due consideration for confidentiality. Our complaints policy is clear and transparent and we aim to treat customers fairly.

How Can I Submit My Complaint?

You can submit your complaint through one of the following channels:

By email to: info@transmitstartups.co.uk

By post to: FAO Investigation Officer, Transmit Start-Ups Ltd, International Business Centre, Mulgrave Terrace,
Gateshead, NE8 1AN

Verbally: In person or over the telephone to 0191 490 9328

Any complaint made should include:
• Your contact details (including postal and e-mail address).
• The subject of the complaint.
• Information and evidence regarding the alleged breach.

Anonymous complaints will not normally be accepted but may be investigated where possible and will be acted upon at Transmit Start-Ups’ discretion.

Complaints should also be made within three months of you becoming aware of the grounds for a complaint.

How We Will Handle Complaints

We will acknowledge your complaint promptly following receipt, enclosing a copy of these procedures.

If you make a verbal complaint, our written acknowledgement will set out our understanding of your complaint.

Where possible we will try to resolve your complaint within three business days. We will also clearly state that, should this not be possible, then a final response will be communicated to you within 8 weeks from receipt of the complaint. A date will be given in the acknowledgment.

If the details of the complaint are not clear and concise and there is ambiguity about what the subject matter is, you will be asked to clarify the points of your complaint before the investigation can start. At this stage, we will also ask you to provide any supporting evidence that you wish us to take into consideration when investigating the complaint.

Should it be quite clear at this stage that the complaint being made is a matter for one of Transmit Start-Ups partner’s (e.g. Business Finance Solutions/The Enterprise Fund, The Start-Up Loans Company, or any third party debt collection agency) to assess and action through their own complaints process initially, then you will be asked to contact the relevant organisation to register their complaint.

If the complaint has already been through the relevant organisation’s complaints process and there is an unsatisfactory outcome, we will attempt to investigate and provide a final response.

Resolving Complaints

We resolve complaints in two ways.

1. Satisfactory Resolution within Three Working Days

Your complaint will be handled by one of the Investigating Officers and any further evidence submitted by you will be taken on board during the investigation. Where necessary further details will be obtained.

Where we are able to resolve your complaint by the close of three business days following receipt, and this is to your satisfaction, we will issue a written summary of our findings and their conclusion.

If having received this letter you remain dissatisfied, you may refer the issue to the Financial Ombudsman Service (FOS) who can be contacted at the details below. We will send you a copy of the leaflet ‘Your Complaint and The Ombudsman’ with our written summary.

2. Investigation and Final Decision Letter within Eight Weeks

If your complaint cannot be resolved by the close of three business days following its receipt, you will receive our written acknowledgement setting out our understanding of your complaint and enclosing a copy of these procedures, and we will ensure that you are regularly kept informed of our progress with regards to the investigation into your complaint.

Once your complaint has been fully investigated, a formal response addressing your concerns and providing you with our final decision will be sent to you.

At this stage you will also be advised that you have the right to approach the Financial Ombudsman to register your complaint, regardless of the outcome with Transmit Start-Ups. We will send you a copy of the leaflet ‘Your Complaint and The Ombudsman’.

Where, for any reason, we are unable to provide you with our Final Decision Letter, we will send you confirmation of this in writing along with an explanation as to why we have been unable to complete our investigations within the time scale set out. We will confirm when you can next expect contact from us.

At this stage, you will be entitled to refer your complaint to the Financial Ombudsman Service. We will continue to investigate the complaint until we are in a position to send you our Final Decision Letter.

Financial Ombudsman Service

Once you have received our Final Decision Letter, if you are unhappy with our handling of your complaint, you can refer the matter to the Financial Ombudsman Service. A copy of the Financial Ombudsman Service leaflet ‘Your Complaint and the Ombudsman’ will be included with our Final Decision Letter.

The Financial Ombudsman Service will accept any complaint that has been through our formal complaints process as long as you register the complaint within 6 months of the date of our Final Decision Letter.

• The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0800 0234 567
• Website: www.financial-ombudsman.org.uk

Closure

We shall deem the matter closed when:

• We have resolved your complaint by close of three working days from receipt to your satisfaction and issued a written summary confirming the outcome of our investigation;
• Our investigation has been completed and a Final Decision Letter has been sent to you, or;
• Where you have indicated, in writing, acceptance of any earlier response, where appropriate.

Additional Information

The above procedure seeks to create a positive approach to complaints and treat customers fairly.

Transmit Start-Ups will keep copies of documents generated as a result of the complaint and record of any action taken. Except where prohibited or protected by applicable law, the finding of the complaint will be made available to a Competent Authority (e.g. Financial Ombudsman Service (FOS)) on request.

Complaint records will be kept on file for a three-year period in order to comply with the FCA requirements.
Transmit Start-Ups will co-operate with any official investigations and request for information from the relevant authorities.

Transmit Start-Ups will take appropriate disciplinary action in the case of finding such a violation or unlawful behaviour.

The procedure does not confer any contractual rights. The Policy and Procedure may be subject to revision from time to time.

Transmit Start-Ups will not reimburse any fees, expenses or cost involved in bringing a complaint to our attention.

We are providing a free service for customers to register their complaint.

Complaints Not Covered by this Policy

This complaints policy cannot be used to deal with an issue which is part of any legal action against Transmit Start-Ups.

This complaints policy cannot be used by an employee. Any specific complaints made by employees should be directed through the relevant internal grievance policy and procedure.

Transmit Start-Ups reserves the right to take any appropriate action to protect itself from any unfounded, malicious or vexatious allegations or complaints. Untrue allegations could lead to legal action for defamation.

Nothing in this policy should be interpreted to restrict any rights of redress the Complainant has in law.