top of page

Complaints policy

1. Purpose

Forge Commercial Finance Ltd (“Forge”) is committed to providing a professional, transparent, and fair service to its clients and counterparties.

​

This Complaints Policy sets out how Forge handles complaints promptly, consistently, and proportionately. Although Forge operates in the unregulated commercial finance market, it recognises the importance of dealing with complaints appropriately and maintaining high standards of conduct.

2. Scope of This Policy

This policy applies to:

  • All services provided by Forge

  • All clients and professional counterparties

  • All individuals acting on behalf of Forge

 

Forge does not provide regulated financial advice or consumer financial services.

3. What Is a Complaint?

A complaint is any expression of dissatisfaction, whether justified or not, relating to the service provided by Forge, including but not limited to:

  • Delays or communication issues

  • Perceived service failures

  • Fee-related concerns

4. How to Make a Complaint

Complaints should be made in writing and submitted to:

 

Where a complaint cannot be made in writing, Forge will provide reasonable

assistance to enable the complaint to be recorded.

5. Complaint Handling Process

Forge follows a clear and proportionate complaints process:

  1. Acknowledgement - All complaints are acknowledged within 5 working days of receipt.

  2. Investigation - The complaint is reviewed objectively by the Founder, including consideration of all relevant information.

  3. Response - A written response is provided within 20 working days, where reasonably practicable.

​

If additional time is required due to complexity, the complainant will be kept informed.

6. Resolution

Forge will seek to resolve complaints fairly and proportionately, taking into account the circumstances of the complaint and the nature of Forge’s role as an introducer and arranger of commercial finance.

​

Where appropriate, remedial action may be taken.

7. Escalation

If a complainant remains dissatisfied following Forge’s final response, they may raise the matter with the National Association of Commercial Finance Brokers (NACFB).

​

As Forge is not authorised or regulated by the Financial Conduct Authority, complaints are not eligible for referral to the Financial Ombudsman Service (FOS) unless they relate solely to a regulated activity undertaken by a third party.

8. Record Keeping

  • All complaints are recorded and retained securely

  • Records include details of the complaint, investigation, and outcome

  • Complaint records are retained for a minimum of 6 years

9. Early Resolution (Within 3 Working Days)

Forge aims to resolve complaints as quickly as possible.

​

Where a complaint can be resolved to the complainant’s satisfaction within three (3) working days of receipt, Forge will issue a Summary Resolution Communication. This written confirmation will:

  • Confirm that a complaint was received,

  • Confirm that the matter has been resolved,

  • Outline the basis of the resolution, and

  • Inform the complainant of their right to refer the complaint to the National Association of Commercial Finance Brokers (NACFB) if they remain dissatisfied.

10. Review of Policy

This policy is reviewed:

  • Annually, or

  • Following any material change in Forge’s business or regulatory environment

Regulatory Statement

Forge Commercial Finance Ltd operates exclusively in the commercial finance market and does not provide regulated financial advice or consumer financial services.

bottom of page