Corporate Complaints Procedure
Last updated: March 2026
Commercial Mortgage Dealer is committed to providing UK Limited Companies and corporate borrowers with transparent, professional, and rapid commercial finance matching. If you are dissatisfied with any aspect of our service, we encourage you to inform us immediately so we can investigate and put things right.
1. Our Role as an Introducer & Matching Service
commercialmortgagedealer.com is operated by Hello Leads Ltd (Company No. 10286382, ICO Registration: ZB924628). Learn more about our background and leadership on our About Us page. We act as an independent commercial debt origination, lead generation, and introducer matching platform across all our commercial finance services. Our role is to evaluate the commercial borrowing criteria you provide (loan quantum, property type, LTV, corporate structure, timeframe) and introduce your company to suitable commercial mortgage lenders, challenger banks, bridging providers, and specialist finance partners across our panel.
Because we are an introducer and matching platform rather than a lending institution, complaints are handled in accordance with the nature of the issue, as detailed below.
2. Scope: What We Investigate
Complaints Handled by Hello Leads Ltd
We directly investigate and resolve issues relating to our matching service and operations, including:
- The speed, manner, or accuracy of our lender matching process
- Communication, conduct, or responsiveness of our internal team
- Accuracy of indicative information provided by us
- Handling of corporate data or privacy queries under UK GDPR
- Unwanted contact or administrative issues
Complaints Relating to Third-Party Lenders
Decisions made solely by the matched lending institution, including:
- Final underwriting declines or loan reductions
- Lender interest rate changes or facility fees
- Valuation reports and surveyor charges
- Lender legal documentation or completion delays
Note: Whilst these decisions rest with the third-party lender, our team will actively assist you in lodging your concern with that lender's complaints department and advocate on your behalf where appropriate.
3. Step-by-Step Resolution Process
Stage 1: Informal Direct Contact (Target: Within 3 Business Days)
Many issues can be clarified and resolved quickly by speaking directly with your assigned finance specialist or our operations desk. Please call us on 02920 752 111 or contact our corporate contact desk or email [email protected]. If we can resolve the matter to your satisfaction within 3 business days, we will send a brief written confirmation summarising the agreed outcome.
Stage 2: Formal Written Complaint & Acknowledgment (Within 1 Business Day)
If your concern is not resolved informally, you may submit a formal complaint. Please provide your company name, reference number, a clear summary of the issue, and the resolution you are seeking. We will acknowledge your formal complaint in writing within 1 business day of receipt, providing you with a unique complaint reference code and the name of the senior manager conducting the investigation.
Stage 3: Comprehensive Investigation & Final Response (Within 15 Business Days)
A senior director will conduct a thorough review of our records, phone logs, criteria-matching decisions, and lender correspondence. We aim to issue a full Final Response Letter within 15 business days. In exceptionally complex cases involving multiple third-party lenders, we will keep you updated fortnightly and provide our final response within a maximum of 8 weeks from receipt.
4. Regulatory Notice & Dispute Resolution
Corporate Commercial Lending Regulatory Status:
Commercial mortgages and corporate finance arranged for UK Limited Companies, LLPs, and corporate SPVs are unregulated under the Financial Services and Markets Act 2000 (Regulated Activities Order 2001, Article 61 corporate borrower exemption). Neither Commercial Mortgage Dealer nor Hello Leads Ltd is authorised or regulated by the Financial Conduct Authority (FCA). For complete details, review our Terms and Conditions.
Consequently, disputes concerning unregulated commercial business lending or introducer matching services do not fall under the statutory jurisdiction of the Financial Ombudsman Service (FOS), and corporate applicants are not eligible for coverage by the Financial Services Compensation Scheme (FSCS).
Alternative Dispute Resolution (ADR)
If we are unable to resolve a commercial dispute internally, we are committed to fair resolution through independent Alternative Dispute Resolution (ADR) or commercial mediation (such as the Centre for Effective Dispute Resolution - CEDR) subject to mutual agreement between both corporate parties.
Data Protection Escalation (ICO)
If your complaint specifically concerns the handling of your corporate or personal data under the Data Protection Act 2018 or UK GDPR, please review our Privacy Policy. If you are dissatisfied with our response, you have the statutory right to escalate your complaint to the Information Commissioner's Office (ICO) at ico.org.uk or by telephone on 0303 123 1113.
5. Contact Details for Complaints
All complaints should be directed to our dedicated compliance and resolutions desk:
Commercial Mortgage Dealer — Complaints Department
Operated by Hello Leads Ltd
Postal Address: Complaints Department, Hello Leads Ltd, 1 Llandegfedd Close, Cardiff, Wales CF14 9HD
Company Registration: 10286382 (Registered in England & Wales)
ICO Registration: ZB924628
Direct Telephone: 02920 752 111 (International: +44 2920 752 111)
Email: [email protected]
6. Continuous Improvement
We treat all client feedback as an opportunity to review and improve our matching algorithms, lender panel relationships, and customer communications. Regular audits of complaints data are undertaken by the Managing Director to ensure our commercial debt origination platform operates to the highest corporate standards.