Incedo Investment Management Ltd (referred to as ‘ Incedo’ ) operates in the market as a Broker. We provide a range of financial brokerage services to business and personal clients. The Company is not tied to any lender or group of lenders and operates on a whole of market basis.
The policy of the Company is to provide our Clients an unbiased and impartial service and to recommend the most appropriate and cost effective financial products matching their declared needs , borrowing requirements and personal / business financial means and circumstances.
OUR DUTY OF CARE AND POLICY ON TREATING CUSTOMERS FAIRLY
Incedo works as an associate member of the NACFB and adheres to its strict code of conduct in dealing with Clients our duty of care dictates that it all cases the recommendation we make will be based on the best and most appropriate solution for the client. In supporting the Client we will request fact finding information pertaining to the overall financial means of the Client. All information provided by Clients is handled in accordance with the Data Protection Act as set out by the Information Commissioners Office under which the Company registration number is : ZA773830
DEBT SERVICEABILITY, VULNERABLE CLIENTS POLICY, CLIENT RISKS
Our duty of care and indicate that in all Client engagements we should take all possible steps to ensure that the following conditions are met:
Any product or service we are recommending to a Client can be demonstrated to be adequately affordable to the client without the risk of financial hardship occurring either at the time of engagement or if circumstances change during the term of the loan or agreement. This is referred to as ‘ Debt Serviceability Criteria’ and if, in the view of the Incedo, the proposed borrowing requirement cannot be adequately afforded this advice will be provided to the Client.
We take all possible steps to identify any ‘Vulnerable Clients’ who, and for whatever reason, may not be in a position to fully understand the terms and conditions of any financial service being requested. In such cases the Company will provide appropriate advice to the Client.
We advise all Clients of the associated risks and possible consequences should they not be able to make the regular scheduled payments during the agreed term for any loan.
CREDIT PROFILE SEARCHES
In providing our services it may be necessary for a recommended Lender to complete a formal credit search on a Client and if this is required the Company will always seek the prior approval of the Client before such a search is carried out.
Following the initial fact finding process the company will advise the client on the most appropriate and cost effective actions to achieve the clients stated financial objectives and borrowing requirements.
The advice and recommendations will be delivered to the Client in the form of a summary report issued by the Company. Under normal circumstances the report will contain a recommended Lenders Agreement In Principle or a number of alternative options for consideration to support the borrowing requirement, and also a Funding Services Agreement. The AIP will contain details of the in principle offer(s) obtained for the client to consider along with lending rates, fees and other charges which may be payable .
Incedo derives revenues from commissions paid by the lending organisations and, if deemed appropriate, from fees charged to the client for arranging, packaging and managing finance applications through to successful completion.
Any fees charged by the company will only be applied on successful conclusion of the financial service transaction.
COMPLAINTS HANDLING POLICY
Incedo works hard to provide a consistently high level of service to all Clients. Should any Client have a complaint this should be referred to the Company via e-mail to: email@example.com or by writing to the Managing Director, Incedo Capital Investment, 130 Old Street, London, EC1V 9BD
All complaints registered will be acknowledged within 2 business days and all matters relating will be handled either in person by the Managing Director of the Company or by a nominated senior member of staff. Every effort will made to resolve the complaint or grievance as quickly as possible and to the satisfaction of the Client.
The NACFB sets specific rules and regulations for how firms must handle and resolve complaints in respect of its activities from its members. This aspect of a firms customer service is also directly relevant to a firms overall capability and in treating customers fairly as complaints must be dealt with promptly and fairly. Rules and regulations can be found in more detail under www.https://nacfb.org/ complaints- procedure/
If you choose to refer the complaint to the NACFB when we they have fully investigated your complaint, they will write to you to let you know the final response. If you remain unsatisfied, the final response letter will explain you may have the right to refer the complaint to the Financial Ombudsman Service within six months of the final response is issued by the NACFB.
From 1 April 2019 the jurisdiction of the FOS was extended to cover small and medium-sized enterprises (SMEs), certain charities and trusts and personal guarantors.
Qualifying SMEs will be enterprises that: Have an annual turnover of less than £6.5m (or equivalent in another currency); and employ fewer than 50 people; or have a balance sheet total of less than £5m Qualifying charities are those with an annual income of less than £6.5m at the time of the referral of the complaint.
Qualifying trusts are those with a net asset value of less than £5m at the time of the referral of the complaint.