Making a complaint

How to give us feedback or make a complaint

We want to put it right

If you're not completely happy with our service or products, we'd like to hear about it so we can start to sort things out. We do everything we can to make sure our customers get the best possible service, but sometimes, we don't get it right first time. We encourage you to tell us about your complaint so that we can:

Make it easy for you

Whatever it is you want to tell us about, we'll make the complaints process simple and easy for you to talk to us.

Take action quickly

We'll deal with your complaint fairly and without delay, so we can put things right where necessary as soon as possible.

Ensure you're satisfied

We'll give your complaint the necessary attention it deserves to make sure you're happy with with how your complaint is resolved.

Tell us about your general complaint

Select your area for contact details.

What to do if you have a complaint

How long will it take?

  1. We’ll let you know we’ve received your complaint. We’ll give you a complaint reference number to use if you need to contact us. That way, we can find your information quickly.
  2. We may need to talk to you, to help fix the situation. So please give us your up-to-date contact phone number and email address.
  3. We’ll write to you within 10 days of getting your complaint and then update you regularly after that. We’ll use email if you’ve given us an email address.
  4. Once we’ve made a decision about your complaint, we’ll call you, write to you or email you. We’ll try to solve your problem as quickly as possible (although regulations give us up to 56 days).

Financial Ombudsman Service

It's our aim to resolve all complaints internally. But if you're not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you may be able to refer it to the Financial Ombudsman Service. In order for them to look into your complaint, you must contact them within six months of the date of any final response we've issued.

Complaints relating to a finance agreement regulated by the Consumer Credit Act (CCA) or to a contract of general insurance may have a right of referral to the Financial Ombudsman Service. If this is the case, you will also receive a leaflet explaining your rights.

The Financial Ombudsman Service offers a free independent service and can help with most financial complaints, but there are some limitations. Contact them directly for further information.

Contact details

0800 023 4567
0300 1239 123

Lines are open: 
Mon-Fri     8am-8pm
Sat               9am-1pm

In writing:
The Financial Ombudsman Service
Exchange Tower
E14 9SR

Finance and Leasing Association (FLA)

If a customer feels that a member firm has not complied with the Business Finance Code, they can contact the FLA and take advantage of the complaints service that it operates.

Guidance on how to make a complaint to the FLA can be found on the FLA website.

Contact details

Business Finance Code Enquiries
Finance & Leasing Association
Imperial House
8 Kean Street
London WC2B 4AS

Fax: 020 7420 9600

Email: business.finance@fla.org.uk.


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