If you’re unhappy with any aspect of your experience with us, we want to know about it. We want to make it right for you if we can, and we want to make sure that what’s displeased you won’t happen again.


How do I raise a complaint?

We’d love to chat about it with you, so for the fastest response, please give our team a call on 020 8962 7401.

Otherwise, you can chat to us via live chat during business hours, or drop us an email and we’ll aim to get back to you within one business day.

Our Team is available 24/7 and if they can’t resolve your concerns at first contact, they’ll refer you to a Specialist who will investigate and get back to you.

We do welcome your feedback via post, however, we will respond faster if this is given to us via call, chat, or email. 


What should I include?

As much information as possible, as this will help us to resolve your concerns. At a minimum, please include the contact details that we hold for you on file, what led to your complaint and your desired resolution.


What is the complaints process?

When you raise a concern with our Customer Service Team they will do their very best to iron out any issues right there and then.

If you’re not satisfied at this point, or if we need to investigate further, we will be in touch within 3 business days either with a resolution, or a request for more time to investigate your Complaint. We’ll keep you updated at this point!

If we are unable to mutually resolve your complaint within 3 business days, or at your request, we will escalate to a more formal process. The FCA allows us up to 15 business days to reach a resolution on complaints. In very rare cases this can be extended to 35 days, but we will always endeavour to resolve your complaint as soon as possible.

If we have been unable to resolve your complaint within the maximum time frame allowed, or you remain unsatisfied at this point, we’ll let you know how to escalate your complaint to the Financial Ombudsman Service (FOS), who can help investigate and arbitrate on behalf of you and us.


Can I go straight to the Financial Ombudsman Service (FOS)?

We always endeavour to resolve any of your concerns internally. However, if you remain dissatisfied after having followed the procedure set out in our Complaints Policy, you have the right to refer your complaint to the Financial Ombudsman Service if you are an eligible complainant.

Their details are as follows:

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

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

Website: www.financial-ombudsman.org.uk

Telephone: 0800 023 4567 or 0300 123 9123

FOS consumer leaflet: https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.html


How do you record my Complaint?

In line with our regulatory requirements, we will log each complaint. Please view our Privacy Policy for further details on how we store and use information held about our customers.


Complaints Publication Report

Firm name: New Wave Capital Limited

Group: (if applicable): N/A

Other firms included in this report (if any): N/A

Period covered in this report: 1 April 2022 – 31 March 2023

Brands/trading names covered: Capital on Tap


Number of complaints opened by volume of business


Product / Service

Provision (at reporting period end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage upheld

Main cause of complaints opened

Credit Related









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