Capital Release a trading name of EGR Broking Limited. Reference herein to Capital Release refers to EGR Broking Limited, specifically to the business unit of EGR Broking Limited, trading as Capital Release. Capital Release is a pawn broking and consumer credit business.
Our Commitment to our Clients
At Capital Release we are dedicated to providing you with the best standard of service at all times and take any complaint extremely seriously. We appreciate that things can and do, go wrong so should you feel that any aspect of our business has not fulfilled your expectations, please allow us the opportunity to put things right and improve the service we offer to you in the future.
We therefore detail our complaints procedure below which meets with the standards as set out by the Financial Conduct Authority (“FCA”).
How to make a complaint
Should you wish to make a complaint, there are three ways in which to get in touch with us
By Telephone:0203 858 0685. In the first instance, we would always prefer to hear from you by telephone. This will allow you to discuss your concerns, listen to any issues raised, discuss your options and attempt to rectify your concern at first contact. Should it not be possible to resolve your concern immediately, we will take full details of any issue raised and arrange for a full investigation to ensure that you receive a quick and fair response to any complaint that you may have.
By email: firstname.lastname@example.org
In writing: Head of Compliance, Capital Release, EGR Broking Limited, 6th Floor, Lloyds Avenue House, 6 Lloyds Avenue, London, EC3N 3AX.
How long will it take?
Once we receive your letter, we will acknowledge that this has been received and that your complaint will be fully investigated. We will endeavour to do all we can to resolve any problems and to ensure that you receive a quick and fair response to any complaints you may have within 5 business days.
However, should we need more time to investigate your compliant; we will send you an acknowledgment letter and keep you updated on our progress throughout our investigation with the aim of sending you a final response within 8 weeks.
Finalising your complaint
On the conclusion of the investigation, we will write to you stating:
• Whether your complaint has been upheld or rejected and the reasons
• If the complaint is upheld, details of any offer of compensation if applicable or any other remedy where applicable
Should you feel unhappy with our decision, you may have the right to complain directly to the Financial Ombudsman Service. We will therefore enclose their contact details together with a copy of the Financial Ombudsman Service consumer leaflet ‘Your Complaint and the Ombudsman’, for your reference.
The Financial Ombudsman Service
Should you be unhappy with our efforts or you do not agree with the final response, then your complaint may be referred to the Financial Ombudsman Service. This must be referred within 6 months of receiving the final response. The Financial Ombudsman will only investigate your complaint if you have already tried to resolve it with us first or if it is more than 8 weeks since your complaint was initially raised with us.
The Financial Ombudsman provides an independent service for settling disputes and you will not be charged for this service. To obtain a copy of their consumer leaflet ‘Your Complaint and the Ombudsman’, please go to: www.financialombudsman.org.uk/publications/consumer-leaflet.htm
You can contact the Financial Ombudsman as follows: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR
Phone: 0800 023 4567 or 0300 123 9 123
Time Barred Complaints
A complaint will be time barred should it relate to a matter which is: Six years after the event complained of, or Three years from the date on which the complainant became aware (or ought reasonably to have become aware) that he or she had cause for complaint.