Complaints Policy

01Our commitment

Arclen aims to provide a professional, transparent and responsive service.

If you believe we have fallen short, we want the opportunity to understand the issue and respond appropriately.

02How to complain

Complaints may be submitted:

Please provide where possible:

• your name;
• contact details;
• transaction reference;
• relevant property;
• description of the concern;
• relevant dates;
• what you would like us to consider or resolve.

You do not need to use a particular format.

03What happens after a complaint

Arclen will:

• record the complaint;
• acknowledge it appropriately;
• review the relevant information;
• obtain information from the people involved where necessary;
• assess what happened;
• provide an outcome or update.

We will aim to resolve complaints fairly, objectively and without unnecessary delay.

04Information we may request

We may request additional information where reasonably required to investigate.

We may also review:

• correspondence;
• telephone or meeting records;
• transaction records;
• lender communications;
• instructions;
• documents;
• relevant internal records.

05Outcome

Our response may explain:

• what we investigated;
• what we found;
• whether the complaint is upheld;
• any corrective action considered appropriate;
• any further rights that apply.

06Regulatory complaint rights

Arclen's launch brokerage service is limited to transactions intended to fall outside regulated residential mortgage activity.

Where a complaint falls within a regulatory complaints regime or gives rise to a right to refer the matter to an external dispute-resolution body, Arclen will provide the relevant information in its response.

This avoids implying Financial Ombudsman Service eligibility where no such right exists.

07Complaints involving other firms

Where a concern relates primarily to another business, such as:

• lender;
• solicitor;
• valuer;
• surveyor;
• other professional adviser,

we may tell you that the complaint should also or instead be raised directly with that organisation.

We will nevertheless consider any aspect relating to Arclen's own service.

08Records

Arclen may retain complaint records in accordance with applicable legal, regulatory and business-record requirements.