Customer Complaints

The quality of our customer service and satisfaction is paramount to us and therefore, any instance of client complaint is given our full attention. Customer can make a complaint by calling on 0800 888 6001 or alternatively you can email your complaint to complaints@wellesley.co.uk

Acknowledgement

Acknowledgement of the complaint will be sent as soon as possible following receipt. We will endeavour to fully respond to a complaint as soon as possible. Typically, our usual response rate is within 5 working days.

Investigation

The Wellesley Compliance team will manage the complaint process, investigate and gather all necessary information.

Interim response

The complaints handler may send interim response to customer if investigation is taking longer than 5 working days and all complaints should be resolved within one month.

The Wellesley team will send a Final Response to the customer following the completion of the investigation into the complaint, this will be within 8 weeks from the initial receipt of the complaint.

Please note that Wellesley & Co is Authorised and Regulated by the Financial Conduct Authority under Interim Permissions and therefore, you have access to the
Financial Ombudsman Service.

Investment through Wellesley involves lending to individuals or companies and therefore your capital is at risk and interest payments are not guaranteed if the borrower defaults. It is important to remember that historic loan default rates are not necessarily indicative of future default rates.

Wellesley Secured Finance Plc (the Issuer) was established as a special purpose vehicle for the sole purpose of issuing asset backed securities. Wellesley Secured Finance Plc is not part of Wellesley Group Limited. Wellesley Secured Finance Plc is not authorised or regulated by the Financial Conduct Authority. Wellesley Secured Finance Plc are not covered by the Financial Services Compensation Scheme.

The Wellesley Mini-Bonds and the Wellesley Property Mini-Bonds are issued by Wellesley Finance Plc, a company incorporated in England and Wales with its registered office at 6th Floor, St Albans House, 57/59 Haymarket, London SW1Y 4QX. The information contained in this webpage which relates to Wellesley Mini-Bonds and Wellesley Property Mini-Bonds has been approved as a financial promotion for UK publication by BDO LLP, 55 Baker Street, London W1U 7EU (FRN: 229378) which is authorised by the Financial Conduct Authority to conduct investment business.

The Wellesley Property Bond is issued by Wellesley Secured Finance Plc (10565816) whose registered office is at 35 Great St. Helen’s, London EC3A 6AP. The information contained in this webpage which relates to the Wellesley Property Bond financial promotion has been approved for the purpose of section 21 of the Financial Services and Markets Act 2000 by The Share Centre Limited. The Share Centre Limited is authorised and regulated by the Financial Conduct Authority and is entered in the register under 146768.

Wellesley is the singular name for the following collective of companies, Wellesley Group Limited (09811856), Wellesley & Co Limited (07981279) and Wellesley Finance Plc (08331511). Wellesley & Co Limited is authorised and regulated by the Financial Conduct Authority (FCA) (Registration Number 655503). Wellesley & Co Limited is not covered by the Financial Services Compensation Scheme. Wellesley Finance Plc is not authorised or regulated by the Financial Conduct Authority. Wellesley Finance Plc and Wellesley Secured Finance Plc are not covered by the Financial Services Compensation Scheme.

Wellesley & Co Limited and Wellesley Finance Plc are registered in England and Wales and their registered office is at St Albans House, 57/59 Haymarket, London SW1Y 4QX. The trading address for both Wellesley & Co Limited and Wellesley Finance Plc is St Albans House, 57/59 Haymarket, London, SW1Y 4QX. The registered address for Wellesley Secured Finance Plc is at 35 Great St. Helen’s, London EC3A 6AP.