Complaints Procedure
We're committed to resolving issues fairly and promptly
Our Commitment
At CapExpand Ltd, we strive to provide excellent service to all our clients. However, we understand that sometimes things may not go as planned. We take all complaints seriously and are committed to resolving them fairly, transparently, and promptly.
This complaints procedure applies to all our services including Dojo card machine provisioning, business funding introductions, merchant cash advance services, and business energy solutions.
How to Make a Complaint
If you're unhappy with any aspect of our service, please let us know as soon as possible. You can contact us using any of the following methods:
Post
Complaints Department
CapExpand Ltd
Pure Offices, Lake View Drive
Annesley, Nottingham
NG15 0DT
What to Include in Your Complaint
To help us resolve your complaint quickly and effectively, please provide:
- Your full name and contact details
- Your account or reference number (if applicable)
- A clear description of what went wrong
- When the issue occurred
- What outcome you are looking for
- Any relevant documentation or evidence
Our Complaints Process
Step 1: Acknowledgment (Within 2 Business Days)
We'll acknowledge receipt of your complaint within 2 business days and provide you with a reference number for tracking.
Resolved Within 3 Business Days
Where we are able to resolve your complaint to your satisfaction within 3 business days of receipt, we will issue a Summary Resolution Communication. This is a written confirmation that your complaint has been resolved, summarising the outcome and any action taken.
Step 2: Investigation (If Not Resolved Within 3 Days)
If we cannot resolve your complaint within 3 business days, we'll investigate thoroughly, reviewing all relevant information and speaking to any team members involved.
Step 3: Final Response (Within 15 Business Days)
We aim to provide a full written response within 15 business days. This will include our findings, our proposed resolution, and any actions we'll take to prevent similar issues.
Step 4: Escalation (If Needed)
If you're not satisfied with our response, you can request an escalation to our senior management team. We'll review your complaint again and provide a final response within a further 10 business days.
Please note: In complex cases, we may need additional time to investigate. If this happens, we'll keep you informed of our progress and provide regular updates.
If You Remain Dissatisfied
If we are unable to resolve your complaint to your satisfaction after following our internal process, you have the following options:
Alternative Dispute Resolution (ADR)
If your complaint relates to a product or service provided by one of our partner organisations, you may be able to raise your complaint directly with that provider, who will follow their own complaints procedure. We will provide details of any relevant schemes when we send our final response to your complaint.
Legal Action
You always have the right to take legal action through the courts if you believe we have breached our agreement with you or failed in our duty of care.
Please note: CapExpand Ltd is not authorised or regulated by the Financial Conduct Authority. Our introduction service and merchant cash advance arrangements are commercial (business-to-business) agreements and are not regulated financial products.
Our Regulatory Status
CapExpand Ltd operates as a business-to-business introducer and comparison service:
- •Company Number: 14433858 (Registered in England & Wales)
- •Registered Address: Pure Offices, Lake View Drive, Annesley, Nottingham, NG15 0DT
- •ICO Registration: ZB789649
- •Dojo Partner: Authorized introducer for card payment services
CapExpand is not authorised or regulated by the Financial Conduct Authority (FCA). We act as a commercial finance introducer for business-to-business funding arrangements, including merchant cash advances, which are not regulated by the FCA. Some lenders on our panel are separately FCA-authorised for regulated lending activities. Your contract for any funding product is with the lender directly, not with CapExpand.
Continuous Improvement
We view complaints as an opportunity to improve our service. All complaints are logged, reviewed, and assessed by our management team regularly. We use this feedback to identify trends, improve our processes, and train our staff.
Thank you for giving us the opportunity to put things right.
Need to Raise a Complaint?
Contact our complaints team and we'll work to resolve your issue promptly