Our policy for appeals
We’re committed to supporting small and medium-sized enterprises by making lending facilities available to viable businesses. As part of this commitment, we provide a transparent and open appeals process for customers who feel that a credit application has been unfairly declined.
Our appeals process will also consider any conditions of lending that you feel have been unfairly applied. These may include conditions relating to security requirements, deposit amounts, finance duration, pre-conditions and repayment schedules. Your appeal must relate to a lending decision decided within the previous 30 days or until the lending facility is in place, whichever is sooner.
All appeals will be reviewed by our independent appeals team who will make sure that the appropriate information was correctly factored into the original decision.
What happens next?
Once your application is received and reviewed, you'll receive notification acknowledging your request within 24 hours of receipt of the appeal (excluding weekends and bank holidays).
If your application is not eligible for appeal you will be advised in writing within three working days of receipt, explaining to you the reasons why your application has been rejected.
We're committed to providing you with a response within 30 days of receiving your appeal.
- Your Relationship Manager will be made aware of your appeal application.
- Our appeals team, who are independent of the original sanctioning process, will review the case.
- A representative from the appeals team may contact you on the phone number you provided to discuss your appeal.
- We'll call you to discuss the outcome of your appeal and will also confirm our decision in writing or email to you.