Please provide:

• your name and preferred contact details;
• a clear description of what has happened;
• relevant dates, documents or correspondence;
• how the issue has affected you; and
• what you would like us to do to put matters right.

You do not need to use legal language, and making a complaint will not affect the way we support you.

You can contact Jayhawk Capital using the details below:

If contacting us by email, please use the subject line Complaint so that we can identify and direct your message promptly.

You may also contact our principal firm:

A copy of the applicable internal complaints-handling procedure is available on request.

We will make sure your complaint is recorded and passed to the appropriate person. Where the complaint relates to regulated financial services, it will be considered under the complaints procedure operated with our principal firm, Altura Mortgage Finance Limited.

Your complaint will be investigated fairly and without avoidable delay. You will receive a written final response setting out the outcome and, where applicable, information about taking the complaint further.

For most complaints, a regulated financial business has up to eight weeks to issue its final response. Different time limits can apply to certain types of complaint. If this affects you, the relevant response will explain the position.

If you need information in a different format, require communication adjustments or would like another person to help you with your complaint, please tell us. We will make reasonable efforts to support you.

If you are an eligible complainant and remain dissatisfied after receiving the final response, or if a response has not been provided within the applicable time limit, you may be able to refer the matter to the Financial Ombudsman Service.

The Financial Ombudsman Service is free for consumers. You will normally need to refer a complaint within six months of the date of the final response. The final response will explain whether the service may be available and the time limit that applies.

Not every product or service described on this website is regulated by the Financial Conduct Authority, and Financial Ombudsman Service protection may not apply to every transaction. We will explain the regulatory status relevant to your circumstances.

If your concern is specifically about how we have used your personal information, please say that it is a data protection complaint. We will acknowledge a data protection complaint within 30 days, take appropriate steps to investigate it, keep you informed and tell you the outcome without undue delay.

You may also raise a concern with the Information Commissioner’s Office. Further information is available at ico.org.uk/make-a-complaint.