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Contact us

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  • Call free on: 0808 132 0097

    No charge when calling from UK mobiles or landlines

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  • Postal address

    Commercial Trust
    Norfolk Tower,
    48-52 Surrey Street,
    Norwich,
    NR1 3PA

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  • Opening hours

    Monday - Thursday: 9am - 8pm
    Friday: 9am - 6pm
    Weekends/Bank holidays: Closed

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  • Information

    Commercial Trust offers its broking service to landlords anywhere in the UK, but is based at the head office in East Anglia.

    Registered company address

    The company’s postal address is at the top of this page. If you are looking for our legally registered address, this is in the footer of our website and can also be found on the Companies House website.

    Contacting us and our service

    Commercial Trust conducts its broker service via the telephone, and email. You can enquire via these channels too. All client cases are allocated to a dedicated advisor. Your advisor will provide you with their direct line and email address for the purposes of all communications, please reach out at any time for help and assistance.

    It is also possible to communicate directly with an advisor through the live chat service on the website. Advisors monitor the live chat service during office hours. It is also possible to leave a message after office hours.

    Any message you leave via the offline live chat form will be responded to on the next business day.

    Once your case is being processed, you will be given the contact details for your account manager. Your account manager will be in touch with you on a regular basis to update you on the progress of your case.

    Find us on social media

    You will also find Commercial Trust on social media channels, you can find our Facebook, Linkedin, Twitter, Instagram and Pinterest profiles via the link in the footer of the website. We aim to add value to our clients by sharing not just lending information but also broader information about the Private Rental Sector and if you would prefer to contact us via those routes we will be pleased to hear from you.

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  • Customer service

    Everyone at Commercial Trust believes that success will be driven by building lasting relationships with clients. For this reason, a strong emphasis is placed on delivering world-class customer service and completely unbiased advice.

    Having a telephone based service means Commercial Trust can serve the entire UK. This means that, unlike high street lenders, clients do not need to make an appointment to talk to advisors.

    We take any expression of dissatisfaction very seriously, so if you do have cause to give us critical feedback or wish to share a concern, please refer to the below.

    Complaints

    We welcome constructive criticism from clients, which can be discussed with the team dedicated to your case, and we hope that everything runs smoothly for you.

    However, if you have cause to complain, our process (which is based on guidelines laid out by the Financial Conduct Authority) is outlined below.

    Aim

    We are committed to providing market-leading customer service to our clients. If for any reason a client is dissatisfied with our service, we wish to ensure that they are given the opportunity to voice their dissatisfaction and have access to a procedure that ensures:

    • Their concerns and views are recognised
    • When mistakes are made, the Company endeavours to put matters right as quickly and fairly as possible
    • The Company learns from mistakes and does not repeat them

    How to register a complaint

    Via telephone or email: Anyone wishing to raise a complaint can do so by contacting their advisor, either via their email address or direct line telephone number.

    They, in turn, will be able to refer you to their manager.

    In writing: Alternatively, you can raise a complaint with the Head of Compliance in writing at:

    Commercial Trust Limited, Norfolk Tower, 48-52 Surrey Street, Norwich NR1 3PA

    Any individual who is the subject of a complaint will under no circumstances be involved in dealing with the resolution of it.

    Complaint resolution

    It is our aim to resolve complaints within three working days of receipt, however where further investigation is required, we may need longer to handle your case.

    Any individual who is the subject of a complaint will under no circumstances be involved in dealing with the resolution of it.

    Timescales

    The timescales summarised below are in accordance with those stipulated by the Financial Conduct Authority:

    1. Initial complaint
    2. Settle within 3 working days (if possible)

    We aim to resolve complaints within 3 working days of receipt. However, if significant investigation is required it is likely that more time will be required. If not resolved within 3 working days we will:

    3. Issue a complaint acknowledgement letter within 5 working days
    4. Undertake full and independent investigation of the complaint within 8 weeks
    5. Issue Final Response letter to client

    What happens once I have lodged a complaint?

    In the first instance the relevant manager (subject to that person not being the subject of a complaint) with whom your complaint is raised will be responsible for achieving its resolution. If this is not possible, your complaint will be escalated to the Head of Compliance who will conduct an independent investigation. Where a discussion with a third party is necessary during our investigations your written authority will be sought, prior to any of your personal data being shared.

    If we do not resolve your complaint within 3 working days of receiving it you will be issued with a letter of acknowledgement which will confirm the name, address and telephone number of the person investigating. This will be sent within 5 working days of your complaint being received.

    We are permitted up to a maximum of 8 weeks to investigate a complaint. You can expect to receive a final response as soon as our investigation has been concluded.

    Do you keep records of complaints?

    All complaints are recorded and kept with full records of related correspondence, to include any recorded telephone calls, for a minimum of 10 years.

    I am not happy with the final response to my complaint

    If you are dissatisfied with the final response you receive from us, your next recourse is to contact the Financial Ombudsman Service, their website can be found here:

    www.financial-ombudsman.org.uk