Customer Complaints

1. THE COMPLAINTS PROCEDURE

If you have a complaint, contact us by email at [email protected] or by telephone +44 (0)800 612 6114.  

To explain to you how long this process might take we have included our target times for each stage of the process.   Where it is not possible to observe any of these limits, we will let you know and explain why.

2. WHAT WILL HAPPEN NEXT? 

Simple Crowdfunding is the trading name for Focus 2020 Limited which is directly regulated by the Financial Conduct Authority and Simple Property Limited which is an appointed representative of Share In Ltd (FRN 603332).    

Where the complaint relates to any regulated activity carried out by Focus 2020 Limited it will be conducted in accordance with this policy.  

Where the complaint relates to any regulated activity carried out by Simple Property Limited, it will be forwarded to ShareIn and conducted in accordance with their complaints policy.  Simple Crowdfunding will provide assistance to ShareIn as required.  

On receipt of any complaint we will advise you whether it is being addressed by Simple Crowdfunding or by ShareIn.  

We will endeavour to resolve your complaint within 3 working days of receipt by using the 72-hour Complaints Process.  If this is not possible, the Formal Complaints Procedure will come into force. 

72-hour Complaints Process  

If we are able to process your complaint and determine the outcome within 3 working days, we will issue a Summary Resolution Letter: a) acknowledging you have made a complaint and confirming that we consider the complaint is resolved; and b) if you are not satisfied with the outcome, we will provide details of alternative dispute resolution (“ADR”). 

Formal Complaints Process

If we have not been able to resolve your complaint within 3 working days, we will acknowledge receipt of the complaint in writing within 5 working days, confirming our understanding of the complaint and enclosing a copy of the Complaints Procedure.  We will investigate the complaint and determine the outcome.  If the complaint is upheld, this investigation will also determine what, if any, redress is appropriate.  

Once the investigation has been completed and an outcome is determined, we will issue a Final Resolution Letter confirming a) the details of the complaint; b) a summary of the outcome including details of any redress, if any; and c) if you are not satisfied with the outcome, details of ADR.  

If the investigation has not been completed within 56 days (8 weeks) we will send you an 8-week Holding Letter advising: a) why the complaint cannot be resolved within 8 weeks; b) when we expect to resolve the complaint; and c) details of ADR. We will continue to investigate and attempt resolution until such time as a Final Resolution Letter can be issued.