JM Success Ltd is committed to providing a professional, transparent and high-quality service to all our clients. We take all complaints seriously and aim to resolve them promptly and fairly. This policy sets out how you can make a complaint and how we will handle it.
Our aim is to provide you with a professional and confidential service that delivers the highest possible standards. However, we recognise that there may be occasions where you feel this has not been achieved. We value all feedback — including complaints — as an opportunity to improve our service.
If you wish to make a complaint about any aspect of the service we provide, you can do so by any of the following methods:
In Writing: JM Success Ltd, Regus, Potters Bar, EN6 5BS
By Email: jana@jmsuccess.co.uk
By Telephone: 0208 432 0719
Acknowledgement. We will acknowledge your complaint within 5 business days of receipt.
Investigation. Your complaint will be investigated by a senior member of the team who was not directly involved in the matter. We may contact you for further information during our investigation.
Final Response. We aim to provide a full written response within 8 weeks of receiving your complaint. In complex cases, this may take longer, but we will keep you informed of progress throughout.
If we are unable to resolve your complaint to your satisfaction, or if 8 weeks have elapsed since you first raised it, you may be entitled to refer the matter to an independent body.
Unregulated Commercial Finance Products
For complaints relating to unregulated commercial finance products (including most commercial mortgages, bridging loans, development finance, business loans, and invoice finance), you may refer your complaint to the National Association of Commercial Finance Brokers (NACFB):
NACFB · nacfb.org
Regulated Mortgage Contracts
For complaints relating to regulated mortgage contracts, you may refer your complaint to the Financial Ombudsman Service (FOS):
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
JM Success Ltd is authorised and regulated by the Financial Conduct Authority (FCA) with Financial Services Register number: 805915. You can verify our authorisation on the Financial Services Register at fca.org.uk or by contacting the FCA on 0800 111 6768.
Please note that the majority of the products and services we arrange — including commercial mortgages, most bridging loans, development finance, business loans, and invoice finance — are not regulated by the FCA. The Financial Ombudsman Service only has jurisdiction over regulated activities.