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Service standards

Service standards

We take responsibility for our activities and are committed to achieving the highest possible standard of customer care. We make every effort to uphold our service standards by providing a service that is efficient, reliable, personal, professional and transparent.

Decision making

Our application process aims to ensure that investments are placed with viable businesses. Our primary concern is making serviceable and prudent investments. Although each proposal receives careful attention, we cannot commit to agreeing to every application.

If you have a complaint about a commercial investment decision, please contact us. Our fund managers will be happy to discuss any aspect of their decision making process. If an application is declined, only additional supporting information is likely to result in that decision being reversed.

Application handling

If you have a complaint about the way an application has been handled, please contact us. We will be happy to investigate and deal with any problems.

General complaints

For any other type of complaints outside of an application decision, please use our contact us page. We can be contacted between 9am and 5pm, Monday to Friday. If you need to speak to us outside these hours, you can email us or leave a message on our answer phone and we will call you back the next working day.

Summary of Finance Wales Complaints Handling Process

  • Step 1 - Contact us via phone, email or post (see contact us page for details) with the full details of your complaint.
  • Step 2 - Once your complaint has been received we will contact you to tell you we are looking into your complaint and when you can expect to hear back from us.
  • Step 3 - Once we have thoroughly looked into your complaint we'll write to you to let you know our final response. This will be a detailed letter that outlines what was looked, any actions from the results and the final decision.

Financial Ombudsman Service

If you are not happy with the decision we've taken on your complaint and wish to take it further you can ask the Financial Ombudsman Service* to look into the complaint for you. This is a free, independent service for resolving disputes between customers and financial services institutions.  You'll need to contact them within 6 months of the date of our final response letter, and they'll ask to see the letter as summary of our investigation of your complaint.

*Please note the Financial Ombudsman Service will only be able to take your complaint forward if you have a regulated credit agreement or you qualify as a micro-business.  The FCA’s definition of a micro-business can be found here.

More details about the Financial Ombudsman Services are available as follows:

Post: The Financial Ombudsman Service,
Exchange Tower,
E14 9SR