Complaints Policy

We are committed to providing a high quality of service. If something has gone wrong, we want to know about it so we can put it right. This policy sets out how to raise a complaint and what will happen next.

1. Our Commitment

SouthTech Finance Ltd takes all complaints seriously. We aim to resolve complaints quickly, fairly and professionally. All complaints are treated confidentially and with respect. Making a complaint will not result in unfair treatment or disadvantage.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction — whether written or verbal — about the standard of service, work carried out, or conduct of SouthTech Finance Ltd or any of its staff. This includes:

• Errors or omissions in work carried out
• Failure to meet agreed timescales or deliverables
• Poor communication or failure to respond
• Conduct by a member of staff
• Billing disputes or concerns about fees charged
• Any other matter where you feel we have fallen short of the standard you expected

You do not need to use the word “complaint” — if you tell us you are unhappy with something, we will treat it as a complaint and follow this procedure.

3. How to Make a Complaint

You can make a complaint by any of the following methods:

Email (preferred)	complaints@southtechfinance.co.uk
Post	SouthTech Finance Ltd, Unit 39b The Hopstore, Old Bexley Business Park, 19 Bourne Road, Bexley, DA5 1LR
Subject line	Please mark your email or letter: COMPLAINT — [Your Name]
Telephone	020 8191 1120

To help us resolve your complaint quickly, please include:

• Your name and contact details
• A clear description of what went wrong and when
• What you would like us to do to resolve it
• Any relevant documents or correspondence

We may request additional information from you where necessary to investigate your complaint fully. We will always explain why we need it and how it will be used.

4. Complaints About Personal Data

Complaints relating to how we collect, use, store or otherwise process your personal data are handled under the firm’s Privacy Notice and Data Protection Policy, not under this Complaints Policy. The preferred contact for data protection complaints is privacy@southtechfinance.co.uk. However, a data protection complaint will be accepted however it is received and routed into the firm’s data protection complaints process.

This is a separate process from the general service complaints procedure set out in this policy. Your right to complain to the Information Commissioner’s Office (ICO) about the processing of your personal data is set out in the Privacy Notice.

5. Our Complaints Process

1. Acknowledgement — within 5 business days. We will acknowledge your complaint in writing within 5 business days of receiving it. We will confirm who is handling your complaint and give you a reference or case note for your records.
2. Investigation — up to 28 calendar days. We will review your complaint thoroughly and fairly. We may contact you to ask for further information or clarification. We aim to provide a full written response within 28 calendar days of receipt of your complaint.
3. Our response. Our response will set out: what we found, what we have decided, what action (if any) we will take, and any redress we are offering. If we need more time than 28 calendar days from receipt, we will write to you to explain why and give you a revised timescale.
4. Resolution or escalation. If you are not satisfied with our response, you may seek independent advice or pursue the matter through appropriate legal channels where necessary.

6. Timescales at a Glance

Acknowledgement	Within 5 business days of receiving your complaint
Full response	Within 28 calendar days of receipt of complaint (we will notify you if more time is needed)

7. Record Keeping

We maintain a confidential log of all complaints received, including the nature of the complaint, the outcome, and any actions taken. This log is reviewed annually as part of our quality review process. All complaint records are retained for 7 years from the later of the end of the business relationship or final resolution of the complaint. Where no business relationship exists, the 7-year period runs from final resolution.

8. Learning from Complaints

We use complaints as an opportunity to improve. Every complaint is reviewed to identify whether changes to our processes, systems or communications could prevent similar issues in future. Where improvements are identified, we act on them.

9. Policy Review

This policy is reviewed annually as part of our standard document review cycle. The current version is always available on request and at www.southtechfinance.co.uk.