Complaints Policy

Last updated: 7 August 2025

Important Regulatory Information
Beech Hill Capital Ltd is not authorised or regulated by the Financial Conduct Authority (FCA). We act as a credit broker and not as a lender.
Our complaints process is designed to handle issues fairly and promptly. However, because we are unregulated, our clients do not have access to the Financial Ombudsman Service (FOS) or the Financial Services Compensation Scheme (FSCS).

At Beech Hill Capital Ltd, we are dedicated to conducting our operations with the highest standards of integrity, transparency, and ethical conduct, in line with our core values of excellence, honesty, and professionalism. We ensure our staff are trained on our policies and expectations, fostering a culture of adherence to these values in all our activities.

How to Make a Complaint

We are committed to providing exceptional service to our clients and users. If you are dissatisfied with any aspect of our services or products, we encourage you to share your concerns so we can address them promptly. You can contact us to resolve your complaint via:

  • Email: contact@beechhillcapital.com

  • Post: Beech Hill Capital Ltd, Aston House, Cornwall Avenue, London, United Kingdom, N3 1LF

To help us resolve your complaint efficiently, please provide:

  • A detailed description of your concern;

  • Your preferred resolution;

  • Your full name and address;

  • A contact phone number and the best time to reach you;

  • Any relevant reference numbers (e.g., related to services or inquiries).

Our Complaints Process

We aim to resolve complaints as quickly as possible. For straightforward issues, we will seek to address them immediately. For more complex matters, we will:

  • Acknowledge your complaint via email or letter within five working days, outlining the next steps and expected response time;

  • Investigate your complaint thoroughly, working with you to find a suitable resolution;

  • Provide a response via email or letter with the outcome of our investigation.

If you are not satisfied with our response, please let us know, as we value your feedback and the opportunity to make things right. For complex complaints requiring more than four weeks to resolve, we will provide an update on the progress of our investigation and an estimated resolution timeline. We aim to provide a final response within four weeks of receiving your complaint. If this is not possible, we will issue a final response within eight weeks or provide an update with details of any further steps you can take.

Final Response and Escalation
We aim to provide a final response to your complaint within eight weeks. If we are unable to do so, we will write to you explaining the reasons for the delay and when you can expect a final response.
If you remain dissatisfied with our final response (or if we have not resolved your complaint within eight weeks), you may:

  • Seek independent legal advice;

  • Contact relevant consumer protection bodies such as Citizens Advice or Trading Standards; or

  • Consider other dispute resolution options available to you (e.g., court proceedings).
    We are not able to refer your complaint to the Financial Ombudsman Service.

If You Remain Dissatisfied

If you are not satisfied with our final response or if we have not resolved your complaint within eight weeks, you may escalate your concerns further. You can contact us again to discuss alternative resolutions or seek independent advice, such as through a legal advisor or relevant consumer protection body. For guidance on your options, please contact us using the details above.

Contact Us

For any questions or to submit a complaint, please reach out:

  • Email: complaints@beechhillcapital.co.uk

  • Post: Beech Hill Capital Ltd, Aston House, Cornwall Avenue, London, United Kingdom, N3 1LF

Additional Information

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