Client document

Complaints Policy

OneCloud Pvt Ltd, trading as Love Capitals · Version 1.0 · Effective 13 October 2026

Our promise at a glance

1Our commitment and scope

Love Capitals, a trading name of OneCloud Pvt Ltd, aims to resolve every complaint fairly, quickly and free of charge. We will acknowledge your complaint within 2 working days and send a final response within 8 weeks at the latest.

This policy covers complaints from any customer or prospective customer about our business finance introductions, including business loans, merchant cash advances, invoice finance and asset finance.

It also covers complaints about our staff, advisers, website, marketing and how we handle your personal data. Complaints about a finance product itself (for example, a lender’s credit decision) are usually for that lender to answer, but we will help you raise them and pass on any part that relates to us.

2What counts as a complaint

A complaint is any expression of dissatisfaction, spoken or written, about our service or conduct, where you have suffered or may suffer loss, distress or inconvenience. You do not need to use the word “complaint” for us to treat it as one. Examples include:

• Information or an introduction you believe was unsuitable or misleading
• An application that was delayed or went wrong
• Not being told clearly how we are paid, including lender commission
• Rude, pushy or misleading sales calls or messages
• Mishandling of your personal data

A simple request for information, or a problem we fix to your satisfaction on first contact, is still logged so we can spot patterns.

3How to make a complaint

You can complain by any of these routes, and it costs you nothing:

To help us resolve things quickly, please include:

• Your name, business name and best contact details
• The finance product involved and any reference number
• What went wrong and when
• What you would like us to do to put it right
• Copies of relevant documents, such as agreements, emails or letters

If you need help making a complaint, for example because of a disability or vulnerability, tell us and we will make reasonable adjustments. You may also ask someone else to complain on your behalf with your written permission.

4How we handle your complaint

Every complaint is handled by someone not directly involved in the issue, overseen by our Complaints Manager, Sankalp Awiskar.

1. Quick resolution (within 3 working days). Many complaints can be sorted straight away. If we resolve yours to your satisfaction within 3 working days, we will confirm this in writing and tell you that you can still take it further if you change your mind.
2. Acknowledgement (within 2 working days). If it needs more time, we will acknowledge it in writing, give you a reference number and the name of the person handling it.
3. Investigation. We will review call recordings, emails and documents, speak to the staff involved and to any lender, and contact you if we need more information. If a third party is responsible for part of the complaint, we will tell you which part, pass it on promptly and keep you informed.
4. Update at 4 weeks. If we have not finished, we will write to explain why and when we expect to respond.
5. Director review. Before any complaint is rejected, a director checks the findings and the proposed outcome.
6. Final response (within 8 weeks). We will set out what we found, whether we uphold the complaint, our reasons, and what we will do to put things right. If we cannot respond in full by 8 weeks, we will explain why and tell you where you can take your complaint next.

Putting things right

Where we are at fault, we aim to put you back in the position you would have been in. Depending on the case, this may include:

• An apology and an explanation of what went wrong
• Correcting the error, for example withdrawing an application we submitted without proper consent
• Refunding any fees or commission-related charges you paid us
• Fair compensation for financial loss, distress or inconvenience

We will pay any agreed refund or compensation within 14 days of you accepting it.

Treating you fairly

We take extra care with customers who may be vulnerable, for example because of illness, bereavement, financial difficulty or limited English. Tell us what you need, such as large print, a phone call instead of letters, or a translator, and we will provide it where we reasonably can.

We expect our staff to be treated with courtesy. In the rare case that contact becomes abusive or threatening, we may ask you to communicate in writing only, but we will still investigate your complaint fully.

5If you are still unhappy

If you disagree with our final response, or 8 weeks have passed without one, you can take your complaint further, free of charge:

Eligibility for the Financial Ombudsman Service depends on the size of your business and the product involved. We will help you contact the right body. Using any of these services does not stop you going to court.

Our final response letter will always name the right body and enclose its contact details.

6Confidentiality, records and learning

We treat complaints in confidence and share details only with people who need them to resolve it, such as the relevant lender. We are registered with the Information Commissioner’s Office (registration number ZC130857), and your data is handled under UK GDPR and our Privacy Notice.

We keep a record of every complaint, our response and the outcome for at least 3 years, or longer where a regulator or ombudsman requires it. Making a complaint will never affect the service you receive from us.

The Complaints Manager reviews complaint trends every quarter and reports root causes and fixes to the directors. This policy is reviewed every year, or sooner if the law or regulator rules change.

7Contact us

Love Capitals is a trading name of OneCloud Pvt Ltd, a company registered in England and Wales.

8Policy information

This policy is available free on request in large print or another accessible format.