Last updated: 4 October 2026
1. Our commitment
KOULEN & PARTNERS LTD, a company registered in England & Wales takes complaints seriously. We will handle every complaint fairly, promptly and in confidence, and use what we learn to improve our service.
2. How to complain
You can complain in whichever way suits you:
- by email to maxwell@koulenandpartners.co.uk, with “Complaint” in the subject line;
- in writing to 82A James Carter Road, Mildenhall, Suffolk IP28 7DE, United Kingdom;
Please tell us your name and company, what went wrong, when it happened, and what you would like us to do to put it right. Include copies of any relevant documents.
3. What happens next
- Acknowledgement. We will acknowledge your complaint promptly — normally within five working days — and tell you who is handling it.
- Investigation. Someone not directly involved in the matter, where possible, will review it. We may contact you for more information.
- Response. We aim to send you a full written response within four weeks. If we need longer, we will explain why and when you can expect to hear from us. In any event we will send a final response within eight weeks.
4. Complaints about a lender
We are a broker, not a lender. If your complaint is about a lender’s decision, terms or conduct, you should also raise it with the lender directly, following its own complaints procedure. We will help where we can.
5. If you are not satisfied
If you are not satisfied with our final response, please tell us and we will review it. Depending on the nature of the complaint and of your business, you may also have the right to refer it to an external body; where that applies, we will tell you in our final response.