Complaints Procedure

TP Commercial Finance Ltd (“TPCF”) is committed to providing a high-quality service. We take complaints seriously and aim to resolve all complaints fairly, promptly, and transparently. This procedure sets out how to raise a complaint, what to expect from us, and your right to escalate if you remain dissatisfied.

1. How to Complain

If you are unhappy with any aspect of our service — including the Platform's functionality, data quality, our customer support, billing, or our handling of your data — you should contact us in the first instance by email:

What to Include in Your Complaint

To help us investigate and resolve your complaint efficiently, please provide the following information in your initial communication:

• Your full name and the name of your organisation
• Your account email address
• A clear description of the complaint, including what happened and when
• Any relevant reference numbers, screenshots, or supporting documentation
• What outcome you are seeking

We accept complaints by email or post. We are unable to accept anonymous complaints via our standard complaints process, as we will need to communicate with you to resolve the matter.

2. What Happens Next

Once we receive your complaint, we will follow the process below:

If your complaint relates to a data protection or privacy matter, please refer to our Privacy Policy for information on your rights and how to exercise them. Data subject rights requests are handled under a separate process.

3. Escalation

If you are not satisfied with our final response, or if we have failed to respond within 8 weeks of receiving your complaint, you may have the right to escalate the matter to an independent body depending on the nature of your complaint.

Data Protection Complaints

If your complaint relates to how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK's independent data protection regulator:

Financial Services Complaints

The Loan Intel platform is a data and technology service, and TPCF is not itself an FCA-regulated entity in respect of the Platform. As such, the Financial Ombudsman Service does not have jurisdiction over complaints about TPCF's platform services.

If your complaint relates to a financial service provided by an FCA-regulated institution (which may use the Loan Intel platform as part of their operations), your complaint should be directed to that institution in the first instance, and escalated to the Financial Ombudsman Service if unresolved:

Financial Conduct Authority

If you have concerns about the conduct of an FCA-regulated firm that uses our platform, you may report this to the Financial Conduct Authority:

4. Record Keeping

We maintain a register of all complaints received, including the nature of the complaint, the outcome, and any remedial actions taken. This register is reviewed quarterly by senior management to identify recurring issues and opportunities for service improvement. Complaint records are retained for a minimum of 5 years.

5. Contact Details

For all complaints and queries related to this procedure, please contact: