FREQUENTLY ASKED QUESTIONS

 

BROWSE THROUGH OUR FAQ'S

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  • WHO ARE MYINFINITY FINANCE LIMITED?

    MyInfinity Finance Limited are a Credit Broker, not a Lender.  We DO NOT charge our clients for using our service and

    DO NOT ask for any upfront fees.  We aim to be 100% transparent and treat all our customers fairly.

     

    MyInfinity Finance Limited is a company registered in England and Wales under Company Number 08469710.

    Our registered/trading address is, Eldon Chambers, 23 The Quayside, Newcastle upon Tyne, NE1 DE.

    Telephone number 0191 300 9124, email hello@myinfinitygroup.co.uk

     

    • We hold interim permissions from the Financial Conduct Authority under number 657859.
    • We are registered with the ICO for Data Protection under reference ZA002246
    • We have Professional Indemnity Insurance.
  • ARE THERE ANY UPFRONT FEES?

    Absolutely not. We will never charge you for using our loan matching service, it is completely free, there are no

     upfront payments of any description.

     

    We make our money by commission received from any lender that we are successful in obtaining you credit from.

    We may also receive ongoing commission payments for any revolving facilities or renewals.

     

    If we are unable to source you finance or if you decided not to proceed with an agreement (remember, you

    are under no obligation to accept any offer) there is still no charge from us.

     

  • WHY SHOULD I CHOOSE MYINFINITY FINANCE?

    At MyInfinity Finance we believe that customer care, and a fast, professional service is paramount.

    We do not use any "ping tree" type applications, and do not send your details to multiple lenders.

     

    We understand Businesses.  Our team include experienced accountants who are able to understand

    your numbers and gather as much information from you, prior to sending your details to any underwriter.

    We believe this has lead to a greater number of our customers getting quick acceptances on the finance they need.

     

    We believe in a more hands on approach.  We take the time to get to know you business and

    understand your needs.  We then approach lenders on our panel that we think would be more suitable for you.

     We are also able to split finance deals where necessary in order to satisfy your requirements.

     

    In the majority of cases we are able to get an acceptance within 2 hours, and have funds sent to you within 24 hours.

    This does require you to submit data to us promptly and is subject to status.

     

    Please note, all finance is subject to status and full underwriting.

    You are under no obligation to accept any finance deal we source for you.

     

  • IS MYINFINITY AN ETHICAL COMPANY?

    It is MyInfinity Finance's underlying principle to operate ethically, be 100% transparent

    and to treat customers fairy.

     

    All our staff undergo regular refresher training on our Treating Customers Fairly Policy,

    we monitor our sales team to make sure they act professionally and are 100% transparent.

     

    We are members of the NACFB and adhere to their Code of Conduct.  We make sure that

    the lenders on our panel have, as a minimum, a treating customers fairly policy, a clear

    complaints policy and are members of a trade organisation such as the NACFB.

     

  • HOW DOES THE APPLICATION PROCESS WORK?

    Different types of finance have subtly different application processes, but in general:

     

    You complete our online application form

    We contact you to understand your needs and explain how we operate

    We will ask for a set of your most resent accounts

    We will send you a copy of our Terms of Business that you must read and return

    We will source you the finance you need from our lending panel

    We may have to collect additional data from you, such as accounts, etc

    You receive the finance you needed!

     

    Sometimes lenders will ask for information that is not publicly available such as,

    VAT Returns, Business Bank Statements, etc.

    The lenders/MyInfinity Finance may also need to formally identify you and could

    ask for a copy of your Passport, Photo ID Driving License and proof of address.

     

    Further details on how we operate can be found in our Terms of Business.

  • WHAT INFORMATION DO I NEED TO PROVIDE?

    Sometimes lenders will ask for information that is not publicly available such as,

    VAT Returns, Business Bank Statements, etc.

    The lenders/MyInfinity Finance may need to formally identify you and could ask for

    a copy of your Passport, Photo ID Driving License and proof of address.

     

    MyInfinity Finance will not perform a credit check on you or your business,

    but the Lender may.

  • I AND/OR MY BUSINESS HAS BAD CREDIT, CAN I STILL APPLY?

    Yes, if you or your business has/had bad credit we may still be able to help you.

    We work with lenders who are able to help business with bad credit as well as

    distressed businesses.

  • HOW MUCH CAN I BORROW AND FOR HOW LONG?

    We source finance over £1,000 with no higher limit.

    We are unable to help Business who are looking to raise under £1,000.

     

    We work with a number of lenders who will look to

    offer finance between 1 month and 5 years.

  • I AM NOT HAPPY WITH THE SERVICE I'VE RECEIVED, HOW DO I COMPLAIN?

    COMPLAINTS PROCESS

    Within MyInfinity Finance Limited ("MIF") customer satisfaction and a quality service is paramount.

    However, we recognise that sometimes things can go wrong, and when they do, we will ensure

    that our best attention is paid to any complaints.

    This section sets out the complaints procedure we have set up to make sure that you receive a

    quick and fair reply from us.

    Please follow our complaints procedure to help us resolve your complaint as quickly as possible.

    If you do have cause for complaint, we want to help to resolve it

    If you tell us about it, we will do our best to put it right.

    We see the complaints procedure as a two way process in which we can also learn from the

    experience and further improve our service and systems.

     

    We promise to:

    Fully investigate your complaint

    Keep you informed of progress

    Do everything we can to help you

    You can raise your complaint with us via any of the following methods:

    By phone: 0191 3009124 – However, we will always ask that you then put your complaint in

    writing.

    By email: complaints@myinfinitygroup.co.uk

    By post: Complaints Handling Officer, MyInfinity Finance Limited, Eldon Chambers,

    23 The Quayside, Newcastle upon Tyne, NE1 3DE.

    When you write to us please tell us:

    Your name and address, or the name and address of the complainant if you are complaining

    on someone else’s behalf and your relationship to them (we may seek authorisation from our

    client, if you are complaining on their behalf, to ensure they authorise us to deal with you);

    Your daytime phone number (where we can contact you if we need to) and any times you would

     prefer us to contact you;

    A clear description of your concerns or complaint; and

    Details of what you would like us to do to put things right

    Complaints Handling Procedure

    The following is a summary of how MIF deals with complaints:

    We aim to resolve complaints quickly and fairly. Where possible, we aim to resolve complaints

    by close of business on the next business day. If it is not possible to resolve your complaint this

    quickly, we shall send to you as soon as possible, and in any event, within 5 business days of

    receiving the complaint, an acknowledgment in writing.

    Your complaint will be referred to our Managing Director, who will investigate the complaint promptly,

    thoroughly and impartially.

    If your complaint refers to the actions of a third party, we will ask that party to investigate and report back

    to us, to enable us to fully respond to your complaint. In the event that we do seek input from a third

    party, we shall notify you of this and keep you updated.

    In some circumstances where the third party is solely responsible for the complaint, we will refer

    the complaint to the third party who will respond directly to you. We will notify you in writing that

    the complaint has been referred.

    In these circumstances MIF will have no further obligation to deal with your complaint in

    accordance with its complaints procedure.

    You will receive a response as soon as possible and in any event, within 8 weeks of MIF receiving

    your complaint.

    In the unlikely event your complaint remains unresolved within eight weeks; we will advise you

    in writing why we are unable to offer a final response and when we expect to be able to do so.

    We will also provide you with details of the Financial Ombudsman Service together with an

    explanatory leaflet.

    This will enable you, if you wish; to refer your complaint to the Financial Ombudsman

    Service should you be dissatisfied with the delay or the handling of your complaint.

    We have intentionally made our complaints handling procedure simple to follow, so that

    you should not have to use a solicitor or seek professional help. If you choose to do this,

    we will not meet your costs. Independent Review of your Complaint

    Should you be dissatisfied with our final response, you may, if you wish, refer the matter

    to the Financial Ombudsman Service.

    Any referral must be made within six months of the date of our final response.

    The Financial Ombudsman Service provides a free, independent and impartial service

    for customers to resolve disputes with financial firms.

    The Financial Ombudsman Services say that they will only deal with your complaint

    if you have given us the opportunity to put matters right, so please contact us first

    and we will do all we can to help you.

    The contact details for the Financial Ombudsman Service are set out below:

    The Financial Ombudsman Service

    South Quay Plaza

    183 Marsh Wall

    London E14 9SR

    0800 023 4567 (consumer helpline)

With MyInfinity you are in safe hands

 

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Co. Registration No: 08469710

Consumer Credit License No: 657859

Trading/ Registered Address: MyInfinity Finance Limited: Eldon Chambers, 23 The Quayside, Newcastle upon Tyne, NE1 3DE.

 

CONTACT/SUPPORT

Support Phone: 0845 257 2171

Email: hello@myinfinityfinance.com

 

 

 

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