Independent Complaints Process for users of Invoice Finance and Asset Based Lending (IFABL).
CEDR will consider complaints relating to alleged breaches of the Code and Guidance in handling complaints, carrying out adjudications and reaching final decisions. CEDR will proceed fairly in all cases and in accordance with principles of natural justice.
Customer raises a complaint with IFABL member in the first instance. They will attempt to resolve the matter and if not issue you with a final response/ deadlock letter.
If the matter remains unresolved, you must contact UK Finance in the first instance to let them know you have a complaint about one of its invoice finance and asset-based lending members. The UK Finance team will log the complaint and obtain information from you and the company. You can contact UK on 020 3934 1456 or via email at firstname.lastname@example.org.
UK Finance will refer the matter to CEDR for independent adjudication. CEDR will assign the case to an Independent Adjudicator who will issue a final decision within 90 days of receipt of the complete case file from UK Finance. The Independent Adjudicator may request for additional information during this time. However, once a final decision is issued, the matter is closed with no appeals.