Complaints Procedure
We're committed to resolving issues fairly and promptly
Our Commitment
At CapExpand (trading as Premier Card Machines Ltd), we strive to provide excellent service to all our clients. However, we understand that sometimes things may not go as planned. We take all complaints seriously and are committed to resolving them fairly, transparently, and promptly.
This complaints procedure applies to all our services including business funding comparisons, merchant cash advance introductions, card machine services, and business energy comparisons.
How to Make a Complaint
If you're unhappy with any aspect of our service, please let us know as soon as possible. You can contact us using any of the following methods:
Post
Complaints Department
CapExpand / Premier Card Machines Ltd
71-75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom
What to Include in Your Complaint
To help us resolve your complaint quickly and effectively, please provide:
- Your full name and contact details
- Your account or reference number (if applicable)
- A clear description of what went wrong
- When the issue occurred
- What outcome you are looking for
- Any relevant documentation or evidence
Our Complaints Process
Step 1: Acknowledgment (Within 2 Business Days)
We'll acknowledge receipt of your complaint within 2 business days and provide you with a reference number for tracking.
Step 2: Investigation (Within 5 Business Days)
We'll investigate your complaint thoroughly, reviewing all relevant information and speaking to any team members involved.
Step 3: Resolution (Within 15 Business Days)
We aim to provide a full response within 15 business days. This will include our findings, our proposed resolution, and any actions we'll take to prevent similar issues.
Step 4: Escalation (If Needed)
If you're not satisfied with our response, you can request an escalation to our senior management team. We'll review your complaint again and provide a final response within a further 10 business days.
Please note: In complex cases, we may need additional time to investigate. If this happens, we'll keep you informed of our progress and provide regular updates.
External Resolution Options
If we're unable to resolve your complaint to your satisfaction, you may have the option to refer your complaint to:
Alternative Dispute Resolution (ADR)
If your complaint relates to a service provided by one of our partner organizations, you may be able to refer your complaint to the relevant ombudsman or regulatory body.
We'll provide details of any relevant schemes when we send our final response to your complaint.
Legal Action
You always have the right to take legal action through the courts if you believe we've breached our agreement with you or failed in our duty of care.
Our Regulatory Status
CapExpand (trading name of Premier Card Machines Ltd) operates as a business-to-business introducer and comparison service:
- •Company Number: 14433858 (Registered in England & Wales)
- •Registered Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
- •ICO Registration: Registered with the Information Commissioner's Office for data protection
- •Dojo Partner: Authorized introducer for card payment services
Our funding partners are regulated by the Financial Conduct Authority (FCA). As a B2B introducer for commercial funding arrangements (such as merchant cash advances), CapExpand itself is not required to be FCA regulated, as these are commercial agreements between businesses rather than consumer credit arrangements.
Continuous Improvement
We view complaints as an opportunity to improve our service. All complaints are logged, analyzed, and reviewed by our management team regularly. We use this feedback to identify trends, improve our processes, and train our staff.
Thank you for giving us the opportunity to put things right.
Need to Raise a Complaint?
Contact our complaints team and we'll work to resolve your issue promptly