Terms of Business

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KeySME is a trading name of KeySME Limited (Company Number 11357471). The company is registered at Glenside, The Coppice, Poynton, Stockport, SK12 1SR and the primary contact number for the business is 0161 523 3934.

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We are associate members of the National Association of Commercial Finance Brokers (NACFB) and work inline with their minimum standards and code of conduct. We are authorised and regulated by The Financial Conduct Authority (FCA) FRN 823899.

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We are an entirely independent commercial finance broker and work with a select panel of commercial lenders, whom we review on a regular basis, to ensure our clients have access to the best possible products and services at any given time.

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KeySME provides a non-advisory broking service which means we do not provide product advice or recommendations. Our clients will need to make their own decision about which product(s) they wish to proceed with.

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KeySME does not charge clients an arrangement, completion or upfront fee for broking services. 

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KeySME may receive a commission from a commercial lender for any new business introduced, written or drawn down. These commission levels are not fixed and will vary depending on the lender, product type, amount, terms and complexity of the underlying transaction. 

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Full details of commissions due to KeySME are disclosed within the suitability letter we issue following assessment of your requirements and presentation of options. If you have any questions regarding these commissions or wish to discuss further, please get in touch by emailing info@keysme.co.uk or calling 0161 523 3934.

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For all other services, any additional fees due will be agreed in writing between us before work commences and a letter of engagement issued which must be signed and returned by you. Our fees may be charged prior to the commencement of work but more typically upon completion of the work. This will be clearly documented within the engagement letter. Our fees will be determined by the type of service, time committed and complexity of support required.

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We will treat all information provided by you as private and confidential except where we are permitted or required by law to divulge information to third parties. You agree that the information we hold about you can be held electronically and/or in paper files and may be disclosed to third parties for the purpose of sourcing appropriate funding solutions for your business. You have the right of access under the Data Protection Act 2018 to your personal records held by KeySME Limited.

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Full details of our Privacy Policy, including the rights of those we collect data from, can be found here.

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Complaints Policy

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KeySME is committed to providing clients with appropriate products and exceptional service levels. 

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If for any reason you are not satisfied with our products or any aspect of our service, please let us know straight away. 

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Our Complaints department will investigate your complaint competently, diligently and impartially. 

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How to make a complaint:

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You can call, email or write to us - Our contact details are located at the bottom of this document.

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We will need to know: 

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• Your name and address

• Your agreement number (if applicable)

• Details of how we can contact you

• A clear description of your complaint and whether any third party is involved

• Details of what you would like us to do to resolve your complaint

• If appropriate, copies of any relevant supporting documentation

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What happens next?

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We will contact you within 48 hours to let you know we have received your complaint. If we can resolve your complaint within 3 business days, we will send you a Summary Resolution Communication. This is a written confirmation, which confirms that you made a complaint and that we now consider the matter resolved.

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If you decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to the Financial Ombudsman Service.

 

We will indicate within the communication whether we consent to waive the relevant time limits as set out in the FCA handbook (Dispute Resolution) if this is applicable.

 

We will keep you regularly updated about what’s happening and discuss our findings. We will consider all the available evidence, the circumstances, relevant laws or regulation, as well as guidance from the Financial Ombudsman Service where applicable. When we have investigated your complaint, we will write to you to let you know our final response. This detailed letter will tell you what we have found, what we plan to do and how we came to our decision. If it is going to take us more than eight weeks to resolve your complaint, from when you first contacted us, we will update you on our progress and explain why it is still ongoing.

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Our contact details are as follows:

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Address - KeySME Limited, Kennedy Building, 6 Murray Street, Manchester, M4 6HS

 

Telephone - 0161 523 3934

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Email - info@keysme.co.uk

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If you are not satisfied with how we have dealt with your complaint or you are not happy with our decision and wish to take it further, you may be able to contact the Financial Ombudsman Service (FOS) regarding your complaint provided that the complaint concerns a regulated activity and you fall within the classification of an "eligible complainant".

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FOS contact details are as follows:

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Address - Financial Ombudsman Service (FOS), Exchange Tower, London, E14 9SR

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Consumer Helpline - 0800 023 4567 or 0300 123 913

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Switchboard - 0207 964 1000

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Fax - 0207 964 1001

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Email - complaint.info@financial-ombudsman.org.uk

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Please be aware of the European Commission’s Online Dispute Resolution platform (ODR) which allows you to make a complaint about online purchases through the platform. This platform may be used to facilitate resolution of disputes and sits alongside our existing complaints procedure. For more information click here.