Complaints Policy

At Trade Finance Global we put our customers’ interests first. If you are unhappy with our service we want to hear about it and we will do our best to put it right.

Updated: 8th Jan 2024

How to contact us

If you are not satisfied with any aspect of our service and would like us to look into your concerns further please do not hesitate to contact us by:

• Email at complaints@tradefinanceglobal.com
• Telephone us on 0203 865 3705
• Write to our Complaints Officer at TFG Finance Ltd
  TFG, County House, 14 Hatton Garden, Third Floor, London, EC1N 8AT

We want to ensure we can deal with your complaint efficiently so please include the full name of the contact that was in touch with TFG, your business and trading name, a summary of your complaint and the best way to contact you.

What happens next?

We will endeavour to respond to and resolve your complaint straight away. However, if we are unable to resolve your complaint within three business days, we may need to carry out further internal investigations. If these are required we will send you a written communication within 5 working days to confirm this and we will give you the name and contact details of the person that will handle your complaint.

We will always get back to you as soon as we can but you will receive a final response within 8 weeks of receiving your complaint.

In the unlikely event that our investigations require longer than 8 weeks to complete, we will write to you to explain why we are not yet in a position to provide a final response to your complaint and indicate when we will make further contact.

Questions?

If you have any questions about how to make a complaint, please do not hesitate to contact us on complaints@tradefinanceglobal.com.

Changes

This policy is effective from 24 May 2018. We may, from time to time, make changes to this Complaints Policy to reflect any changes to our privacy practices in accordance with changes to legislation, best practice or website enhancements. We will let you know what these changes are by posting them to this page. Where the changes are significant, we may also choose to email you with the new details and get your consent to make these changes where required by law. It is your responsibility as a user to make sure that you are aware of changes posted on this page, by checking for any changes on a regular basis. Changes posted on this page will become effective as soon as they are posted.