The policy of Above.Beyond Finance Limited is to value all complaints and use them to assist in the improvement, maintenance and enhancement of the organisations reputation, customer satisfaction and their provision of quality finance brokering services.
We intend to ensure that all complaints are recorded, investigated and where justified, remedied as swiftly and comprehensively as possible.
If you’re not completely happy with our service at Above.Beyond Finance Limited, we want to assure you that we take all complaints seriously, we always encourage our customers to tell us about a complaint, so that we can put matters right. To make a complaint, you can:
- Call us on 02920 025 669
We are available from 9am to 5pm Monday to Friday (please note that we are closed on all UK public and bank holidays). - Email us at info@above-beyond.co.uk or directly to our Principal complaints@thembn.co.uk
- Write to: Above Beyond Finance - Marriott House, Penarth Road, Cardiff, CF11 8TW
We will notify our principal who will aim to resolve your complaint within 3 working days following receipt and issue you a summary resolution communication confirming the outcome and enclosing their guide to dealing with your complaint.
If they cannot resolve your complaint within 3 working days following receipt, they will acknowledge your complaint promptly to ensure their understanding of your complaint.
They will endeavour to send you a Final Decision Letter; addressing your concerns and providing you with a decision within 8 weeks and keep you informed of the progress of your complaint if not resolved by 4 weeks and provide you with a copy of the Financial Ombudsman Service leaflet.
If they are still unable to complete their investigations after 8 weeks of your complaint being received, you will be entitled to refer your complaint to the Financial Ombudsman Service who can be contacted at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
- Consumer Helpline: 0800 023 4567 or 0300 123 9123
- Switchboard: 020 7964 1000
- Fax: 020 7964 1001
- Email: complaint.info@financial-ombudsman.org.uk
- Website: www.financial-ombudsman.org.uk
Last updated: Nov 12, 2025