Complaints Policy
If something has gone wrong, tell us at help@servingfoxes.co.uk or on 020 8097 8468. Complaining is free, and we will put things right as quickly as we can.
OneCloud Pvt Ltd trading as FundingNearMe · Company no. 16991609 · ICO ZC130857 · Last updated 6 November 2026
FundingNearMe is a trading style of OneCloud Pvt Ltd, registered at Jhumat House, 160 London Road, Barking IG11 8BB. FundingNearMe is not authorised by the Financial Conduct Authority and can only complete non-regulated introductions.
Our promise at a glance
| What happens | When |
|---|---|
| Simple issues resolved and confirmed in writing | Within 3 working days |
| Written acknowledgement, reference number and named handler | Within 2 working days |
| Progress update if still open | At 4 weeks |
| Final response in writing | Within 8 weeks |
1. Our commitment and scope
FundingNearMe, a trading style of OneCloud Pvt Ltd, aims to resolve every complaint fairly, quickly and free of charge. We will acknowledge your complaint within 2 working days and send a final response within 8 weeks at the latest.
This policy covers complaints from any customer or prospective customer about our business finance introductions (loans, merchant cash advance, invoice and asset finance) and our eligibility check.
It also covers complaints about our staff, website, marketing and how we handle your personal data. Complaints about a product itself (for example, a lender's credit decision) are usually for that provider to answer, but we will help you raise them and pass on any part that relates to us.
2. What counts as a complaint
A complaint is any expression of dissatisfaction, spoken or written, about our service or conduct, where you have suffered or may suffer loss, distress or inconvenience. You do not need to use the word "complaint" for us to treat it as one. Examples include:
- Information you believe was misleading
- An application or introduction that was delayed or went wrong
- Not being told clearly how we are paid, including lender commission
- Rude, pushy or misleading sales calls or messages
- Mishandling of your personal data
A simple request for information, or a problem we fix to your satisfaction on first contact, is still logged so we can spot patterns.
3. How to make a complaint
You can complain by any of these routes, and it costs you nothing:
| Channel | Details | Hours |
|---|---|---|
| help@servingfoxes.co.uk, subject line "Complaint – FundingNearMe" | Any time | |
| Phone | 020 8097 8468 | Mon–Fri 9am–6pm |
| 07733 824096 | Mon–Fri 9am–6pm | |
| Post | FAO Sankalp Awiskar, Complaints Manager, FundingNearMe, Jhumat House, 160 London Road, Barking IG11 8BB | — |
To help us resolve things quickly, please include:
- Your name, business name and best contact details
- Any reference number
- What went wrong and when
- What you would like us to do to put it right
- Copies of relevant documents, such as emails or agreements
If you need help making a complaint, for example because of a disability or vulnerability, tell us and we will make reasonable adjustments. You may also ask someone else to complain on your behalf with your written permission.
4. How we handle your complaint
Every complaint is handled by someone not directly involved in the issue, overseen by our Complaints Manager, Sankalp Awiskar.
- Quick resolution (within 3 working days). Many complaints can be sorted straight away. If we resolve yours to your satisfaction within 3 working days, we will confirm this in writing and tell you that you can still take it further if you change your mind.
- Acknowledgement (within 2 working days). If it needs more time, we will acknowledge it in writing, give you a reference number and the name of the person handling it.
- Investigation. We will review call recordings, emails and documents, speak to the staff involved and to any lender, and contact you if we need more information. If a third party is responsible for part of the complaint, we will tell you which part, pass it on promptly and keep you informed.
- Update at 4 weeks. If we have not finished, we will write to explain why and when we expect to respond.
- Director review. Before any complaint is rejected, a director checks the findings and the proposed outcome.
- Final response (within 8 weeks). We will set out what we found, whether we uphold the complaint, our reasons, and what we will do to put things right.
Putting things right
Where we are at fault, we aim to put you back in the position you would have been in. Depending on the case, this may include:
- An apology and an explanation of what went wrong
- Correcting the error
- Refunding any fees or commission-related charges you paid us
- Fair compensation for financial loss, distress or inconvenience
We will pay any agreed refund or compensation within 14 days of you accepting it.
Treating you fairly
We take extra care with customers who may be vulnerable, for example because of illness, bereavement, financial difficulty or limited English. Tell us what you need, such as large print, a phone call instead of letters, or a translator, and we will provide it where we reasonably can.
We expect our staff to be treated with courtesy. In the rare case that contact becomes abusive or threatening, we may ask you to communicate in writing only, but we will still investigate your complaint fully.
5. If you are still unhappy
If your complaint is about a finance product itself, the lender that provides it will handle it under its own complaints procedure, and its final response will tell you about any ombudsman you can refer it to. We will help you contact them.
As an NACFB member we follow its Code of Practice. If you believe we have not met it, you can raise this with the NACFB.
If your complaint is about how we have handled your personal data, you can contact the Information Commissioner's Office at ico.org.uk or on 0303 123 1113, at any time after you have raised it with us.
6. Confidentiality, records and learning
We treat complaints in confidence and share details only with people who need them to resolve it, such as the relevant lender. We are registered with the Information Commissioner's Office (registration number ZC130857), and your data is handled under UK GDPR and our Privacy Notice.
We keep a record of every complaint, our response and the outcome for at least 3 years, or longer where a regulator or ombudsman requires it. Making a complaint will never affect the service you receive from us.
The Complaints Manager reviews complaint trends every quarter and reports root causes and fixes to the directors. This policy is reviewed every year, or sooner if the law or regulator rules change.
7. Contact us
FundingNearMe is a trading style of OneCloud Pvt Ltd, a company registered in England and Wales, registered at Jhumat House, 160 London Road, Barking IG11 8BB. FundingNearMe is not authorised by the Financial Conduct Authority and can only complete non-regulated introductions.
| Complaints Manager | Sankalp Awiskar |
| help@servingfoxes.co.uk | |
| Phone | 020 8097 8468 (Monday to Friday 9am–6pm) |
| 07733 824096 | |
| Post and registered office | Jhumat House, 160 London Road, Barking IG11 8BB |
| Company number | 16991609 |
| ICO registration | ZC130857 |
This policy is available free on request in large print or another accessible format.