Complaint Procedures

LITKRAFT  Complaints Procedure
At Litkraft, we’re committed to providing a high standard of service to all our clients. If
you’re ever unhappy with any part of our service, please let us know — your feedback
helps us improve and ensures that issues are resolved fairly and quickly.
How to Make a Complaint
You can contact us by:
• Email: info@litkraft.co.uk
• Post: Complaints Officer, Litkraft Limited, Atlantic Business Centre, 1 The Green, E4
7ES, London
• Telephone: 0208 635 5555
Please tell us briefly what went wrong and how you would like us to put things right.
What Happens Next
Acknowledgement
We’ll confirm in writing that we’ve received your complaint within 5 business days.
Quick Resolution
If we can resolve your concern within 3 business days, we’ll send you a short letter
confirming what we’ve done to put things right.
Investigation
If your complaint needs further investigation, our Complaints Officer will review it
independently and may contact you for more information.
Holding Response
If we haven’t resolved your complaint within 4 weeks, we’ll explain why and let you know
when to expect a final response.
Final Response
We’ll send you a final written response within 8 weeks of receiving your complaint. This will
explain our findings and any proposed action.
If You’re Still Unhappy
If you’re not satisfied with our final response — or if 8 weeks have passed since you first
complained — you have the right to refer your complaint to the Financial Ombudsman
Service. You must do this within 6 months of our final response.
Financial Ombudsman Service
Exchange Tower, Harbour Exchange, London, E14 9SR
n 0800 023 4567
n www.financial-ombudsman.org.uk
Time Limits
We may not be able to consider complaints made more than 6 months after you became
aware of the problem. If that’s the case, we’ll let you know and explain your options.

Our Promise

• We’ll handle your complaint fairly, promptly and confidentially.
• Your complaint will be reviewed by someone not directly involved in the matter.
• We’ll keep full records and use your feedback to improve our service.
• We’ll always act in line with the FCA’s complaint-handling rules (DISP) and our internal
quality standards.
Litkraft Limited is authorised and regulated by the Financial Conduct Authority (FRN
836796).