Our commitment
If something has gone wrong, we want to know, and we want to put it right. We treat every complaint seriously, investigate it fairly and respond in plain English.
How to complain
Email us through the contact page with "Complaint" in the subject line. Tell us what happened, when, and what you'd like us to do about it. Include your company name and the name of the person you dealt with if you can.
What happens next
- We acknowledge your complaint within three working days and tell you who is handling it.
- We investigate, which may include asking you for more information.
- We send you a final written response within eight weeks, explaining what we found and what we're doing about it. Most complaints are resolved much sooner.
If your complaint is about a funder
If the issue concerns a product arranged with a partner funder, we'll help you raise it with them directly and follow it through; their complaints procedure is set out in your agreement.
If you're not satisfied
If you're unhappy with our final response, you may be able to refer the matter to an independent body. Whether the Financial Ombudsman Service can consider a complaint depends on the product and the size of your business; our final response will set out any referral rights that apply to you.
See what your business could be offered
Two minutes to tell us about the business. A funding specialist calls you back, usually the same working day, with a straight answer.