Complaints Handling Policy

Juice is dedicated to providing high-quality business lending services to our clients. We understand the importance of having an effective complaints handling procedure in place to address any client concerns in a manner that is fair, transparent, and consistent with industry standards.

This policy applies to all complaints received from our business clients regarding our products, services, or staff. It is designed to handle any expressions of dissatisfaction, ensuring that we respond appropriately and learn from any feedback provided.
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A complaint is any oral or written expression of dissatisfaction from, or on behalf of, a client about the provision of, or failure to provide, a service. It indicates that the client has suffered, or may suffer, financial loss, material distress, or material inconvenience.

Clients can submit complaints via email at [email protected]. This contact information is readily available on our website and in our client communications to ensure ease of access.

5.1 Acknowledgement

We will acknowledge receipt of your complaint in writing within five business days. A unique reference number will be assigned to your complaint for tracking purposes.

5.2 Notification and Assignment

All relevant team members are notified of incoming complaints. The most suitable team member from Sales, Lending & Risk, or Technology will be assigned to investigate and resolve the complaint based on its nature.

5.3 Investigation

The assigned team member will conduct a thorough and impartial investigation. All relevant information and evidence will be collected to fully understand the circumstances. The investigation will be conducted in line with industry best practices and standards.

5.4 Communication

We will keep you informed about the progress of your complaint at regular intervals. Our team is available to address any questions or concerns you may have during the process.

5.5 Resolution

We aim to resolve all complaints promptly and fairly. A final response will be provided within eight weeks of receiving your complaint, which will include a clear explanation of our investigation findings and details of any remedial actions we will take.

All complaints are recorded in our HubSpot Helpdesk system. We monitor complaints to ensure timely responses and to identify any patterns or recurring issues. Regular reports are reviewed by senior management to facilitate continuous improvement.

All complaint information is handled in accordance with the Data Protection Act 2018 and GDPR regulations. Personal data is only shared internally on a need-to-know basis and is not disclosed to third parties without consent, except as required by law.

All staff receive regular training on our complaints handling procedures and industry standards. Employees are encouraged to proactively identify and report any issues that may lead to complaints.

Insights from complaints are used to enhance our products, services, and processes. This policy is reviewed annually or when there are significant changes in industry standards or business practices.

Complaints Email: [email protected]
‍Company Name: Juice Ventures Limited
Company Website: www.getmejuice.com
‍Registered Office: Eagle House 5th Floor, 50 Marshall Street, London, England, W1F 9BQ
Company Registration Number: 12011847
Approved by: Rahim Hirani, Chief Technology Officer
Effective Date 12th August 2024