Complaints Policy

At Propello Property Finance, we are committed to providing a high standard of service to all of our clients. However, we understand that occasionally things may not go as expected.

If you are unhappy with any aspect of our service, we encourage you to let us know so we can investigate the issue, put things right where possible, and improve our services going forward.

How to Make a Complaint

You can contact us using any of the methods below:

Email: connor@propellopropertyfinance.co.uk

Address: Broadgate Tower, Level 20, 20 Primrose Street, London, EC2A 2EW

To help us investigate your complaint efficiently, please include:

• Your full name and contact details

• The company name (if applicable)

• A description of your complaint

• Any relevant finance application or service details

• When the issue occurred

• How you would like the matter resolved

What Happens Next?

We aim to acknowledge all complaints within 3 business days of receiving them.

Once we have reviewed your complaint, we may contact you for further information if required.

We will investigate the matter thoroughly and keep you informed of our progress throughout the process.

Our Response

We aim to provide a full response to all complaints within 14 business days, where possible.

Our response will explain:

• The outcome of our investigation

• Any actions we have taken

• Any proposed resolution

If additional time is required due to the complexity of the matter, we will keep you updated and provide an estimated timeframe for resolution.

Our Commitment

We value all feedback and complaints as an opportunity to improve our services. Our goal is always to resolve concerns fairly, professionally, and as quickly as possible.

If you have any questions or concerns, please do not hesitate to get in touch. We appreciate the opportunity to resolve any issues and continue providing the high level of service our clients expect from Propello Property Finance.