Submitting a complaint triggers a structured process. Here is what happens at each stage so you know exactly what to expect.
Stage 1 — Acknowledgement
Within one business day of receiving your complaint we will send you a written acknowledgement. This confirms we have received it, gives you a unique case reference number, and names the case handler responsible for your review. Keep the case reference to hand for any follow-up queries.
Stage 2 — Investigation
Your case handler reviews the full picture: your account history, any relevant communications, transaction records, and the documents you have provided. They may contact you if they need clarification or additional evidence. The investigation is carried out independently of the team whose service you are complaining about, so the review is objective.
Stage 3 — Final response
Once the investigation is complete you receive a final response letter. This sets out: what we found; whether we uphold your complaint in full, in part, or not at all; any corrective action we are taking (such as a charge reversal or account correction); and the reasoning behind our decision. If your complaint is upheld we will act on any agreed remedy promptly — usually within two business days of the final response.
If you are not satisfied
If you disagree with our final response you can ask for an internal review or refer the matter to an external arbitration body. See our escalation article for details.
We lend only to UK limited companies and LLPs, and the loan is to the company with no director personal guarantee. As business finance outside the consumer-credit regime, it is not covered by the Financial Ombudsman Service or FSCS.
See also: How long does a complaint take to resolve?, What can I do if my complaint is not resolved?.