← Back to Home
← Back to Home
We are committed to treating all customers fairly. If something has gone wrong, we want to know and we will resolve it promptly.
Posfin Capital Limited takes all complaints seriously. We aim to resolve complaints at the earliest opportunity. Where a complaint cannot be resolved immediately, we follow a formal process in line with FCA DISP rules to ensure a fair and timely outcome.
All complaints are handled with the same urgency as a live deal — you will not be left waiting.
The fastest route to resolution is to contact us directly. Most issues can be resolved immediately.
When contacting us, please include: your full name, contact details, your deal reference (if applicable), a clear description of the issue, and what outcome you are seeking.
We will acknowledge your complaint in writing within 5 business days of receipt, confirming that we are investigating.
We will issue a final response within 8 weeks of receiving your complaint. In most cases you will hear from us much sooner. If we cannot resolve within 8 weeks, we will write to explain why and advise you of your right to escalate.
Complaints Contact
Email: complaints@posfincapital.com
Post: Complaints, Posfin Capital Limited, 96 Kensington High Street, London W8 4SG
Phone: 020 3951 4283
If you are not satisfied with our final response, or if 8 weeks have passed without a final response, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS) — free of charge.
The Financial Ombudsman Service is an independent body that settles disputes between financial businesses and their customers.
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 (free from UK landlines) or 0300 123 9 123
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
You have 6 months from the date of our final response to refer your complaint to the FOS. Eligibility criteria apply — please check the FOS website for details.
Regulated complaints (where the loan is regulated under the Consumer Credit Act — typically loans for personal, domestic, or residential purposes) have full FOS eligibility.
Unregulated complaints (business purpose loans via SPV or limited company) are handled with the same rigour internally, but FOS eligibility may be limited. We will advise you of your rights in our final response.
If you are unsure whether your loan is regulated or unregulated, please contact us and we will confirm.