Book a demo

Complaints Policy

If you as a current, historic or prospective client or partner of YouLend have raised a question or an issue with YouLend, for instance with your relationship manager or another employee of YouLend, without receiving a satisfactory answer, we encourage you to file a complaint with YouLend.

Please contact us in writing using the following address:
Complaints
YouLend
90 High Holborn, 5th Floor
London, WC1V 6LJ
UK

By e-mail: complaints@youlend.com
By phone: +44 (0)845 600 3573

Please provide us with as much information about yourself and the reason for launching a complaint as you feel comfortable with and which you believe will enable us to assess your complaint. Rest assured that your complaint will be handled in confidentiality and any personal information included in relation to the complaint will be handled in accordance with applicable law. Read more about our complaints procedure below and our Privacy Policy.

‍We will acknowledge the receipt of the complaint within 5 business days and aim at resolving your complaint within an additional 5 business days. We will communicate our assessment of your complaint clearly and through your desired communication channel if such has been expressed to us.

Should we not have provided you with a final response to your complaint within 8 weeks from receiving the complaint or if you are dissatisfied with our response, the Financial Ombudsman Service in the UK might be able assist you. The Financial Ombudsman Service in the UK is set up by Parliament to sort out complaints between financial businesses and their customers and they might be able to carry out an independent review of your case.

The Financial Ombudsman Service
South Quay Plaza, 183 Marsh Wall, London, E14 9SR
www.financial-ombudsman.org.uk
By phone: +44 (0)845 080 1800
By e-mail: enquiries@financial-ombudsman.org.uk

More information can be found here https://www.financial-ombudsman.org.uk/PUBLICATIONS/consumer-leaflet.htm

1. Introduction

YouLend Ltd and its associated companies including but not limited to Liquid Finance Partners Ltd. (“YL”) views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the entity that has made the complaint.

Our stakeholders are our clients, partners, employees, shareholders and the broader society within we operate. Thus, we have adopted an inclusive and holistic approach to the definition of stakeholders as we continue to strive to make a mark in the society we live and operate in.

We warrant to:

  1. Provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint. Access to fair treatment and assessment is as important as the rules and procedures themselves
  2. Publish the existence of this Complaints Policy and Procedure enabling our stakeholders to contact us to make a complaint
  3. Ensure everyone working at or for YL are aware of what to do when a complaint is received
  4. Ensure that all complaints are investigated fairly and in a timely manner
  5. Ensure that all complaints are - to the extent possible - resolved and that relationships are repaired
  6. Gather and share information enabling us to improve what we do

2. What is a complaint?

A complaint is any expression of dissatisfaction by a stakeholder, whether justified or not, about any aspect of the business carried out by or on behalf of YL. The expression of dissatisfaction can be verbal or written. If the expression of dissatisfaction is verbal, the recipient acting on behalf of YL is obligated to note the said expression in writing and ensure that the complaint is presented to the relevant line manager.

3. Who can launch a complaint?

A complaint can be launched by any stakeholder as defined above, including but not limited to current, historic or prospective clients or any third-party individual or organization doing business with YL.

A complaint can be launched verbally, by phone, by e-mail or otherwise in writing.

4. Confidentiality

All complaint information will be handled sensitively and in confidentiality, telling only those who need to know and following any relevant data protection requirements. Any complaint containing personal information will be kept for three years following the complaint being deemed to have been resolved after which point in time the complaint will be destructed.

5. Responsibility

Overall responsibility for this policy and its implementation lies with our Directors and any committee or steering group established by and under supervision of the said Directors.

We will acknowledge the receipt of the complaint within 5 business days and aim at resolving the complaint within an additional 5 business days. We will communicate our assessment of your complaint clearly and through your desired communication channel if such has been expressed to us.

Should we not have provided you with a final response to your complaint within 8 weeks from receiving the complaint or are you dissatisfied with our response, the Financial Ombudsman Service in the UK might be able assist you. The Financial Ombudsman Service in the UK is set up by Parliament to sort out complaints between financial businesses and their customers and they might be able to carry out an independent review of your case.

The Financial Ombudsman Service
South Quay Plaza 183 Marsh Wall London E14 9SR
www.financial-ombudsman.org.uk
By phone: +44 (0)845 080 1800
By e-mail: enquiries@financial-ombudsman.org.uk

More information can be found here https://www.financial-ombudsman.org.uk/PUBLICATIONS/consumer-leaflet.htm