How we handle complaints

We work hard to get things right, but we know we will not always be perfect. When something goes wrong, we want to hear about it — a complaint is a chance to put things right and to improve.

How to raise a complaint

You can raise a complaint using the Make a Complaint form on our Forms & Requests page, by email, or by phone. Tell us what happened and what you would like us to do, and include your account or reference number if you have one.

What happens next

We will acknowledge your complaint promptly and look into it fairly. We will then send you a written response explaining what we have found and any action we are taking. We aim to keep you informed along the way.

Because we lend only to limited companies and LLPs, this is unregulated business lending and the Financial Ombudsman Service cannot consider complaints about it; our final response is the last stage of our internal process and, if you remain dissatisfied, the next step is the courts. Our Feedback & Complaints page sets out the process in full.