Complaints Procedure

We always strive for excellent customer service. If you are not entirely satisfied with the brokerage service you received from Capalona (Sorodo Limited), please let us know you concerns.

How can I complain?

If you wish to complain you can contact us using the following details:

a) E-mail us: [email protected]
b) Write to us: FAO Complaints Manager, Sorodo Limited, Chancery Place, 50 Brown Street, Manchester, M2 2JG, UK.

What details do you need?

To help us investigate your complaint please provide us with your Name, Address, Contact Number and full details of your concern.

If the complaint is about another party, such as a lender with whom we have placed business, we will refer details of the complaint to the third party and confirm this course of action to the complainant in writing.

What happens when we receive the complaint?

All written complaints will be acknowledged by our Complaints Officer in writing within five business days of receipt.

How long will it take to resolve?

We will always aim to resolve your complaint as quickly as possible. If we cannot do this, we will acknowledge your complaint in writing within five working days of receiving it.

Our Response
Will we always keep you informed on the progress of the investigation by writing to you no later than four weeks after your initial complaint, to let you know the outcome of our investigations.

Sometimes we will not be able to resolve your complaint and further investigation will be required. If your case needs further investigation we will write to you informing you of the delay.

We are committed to ensuring that you receive a final response letter detailing the outcome of our investigation within eight weeks receiving your complaint.

What if I’m not satisfied and / or we can’t resolve the complaint in eight weeks?

If you are not happy with our final response, or we have not provided a response within eight weeks you can ask us for a formal review by writing to us: Complaints Manager, Sorodo Limited, Chancery Place, 50 Brown Street, Manchester, M2 2JG, UK.

You may also contact the Financial Ombudsman Service (FOS) after the passing of eight weeks following the complaint, using the details below:

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: [email protected]
Website: www.financial–ombudsman.org.uk

You have a maximum of 6 months from the date of our final response to contact the Financial Ombudsman Service (FOS).