Are there time limits for raising a complaint?

Most complaints from customers reach us within days or weeks of whatever has gone wrong — and that is when they are easiest to put right. Here is how the process actually works.

Complaining to us

There is no minimum or maximum window for raising a complaint with us directly. If something has gone wrong and you want it looked at, please tell us using the Make a Complaint form on our Forms & Requests page, by email, or by phone. We will acknowledge it promptly and work on it.

Is there an Ombudsman deadline?

No. We lend only to limited companies and LLPs, so this is unregulated business lending outside the FCA consumer-credit perimeter (Articles 60B and 60L, FSMA RAO 2001). The Financial Ombudsman Service cannot consider complaints about this product, so there is no Ombudsman referral and no six-month deadline. Our final response is the last stage of our internal complaints process; if you remain dissatisfied, the next step is the courts, and we would always prefer to resolve matters directly first.

There is no time limit on raising a complaint with us directly. If you are ever unsure, please raise it anyway and we will tell you where it stands.

Free help with the process

If you would like help putting a complaint together — for example because a health condition or other circumstance makes the process difficult — Citizens Advice offers free, independent advice. Our Additional Support Needs article explains how to record any support needs with us so we handle the complaint process in a way that works for you.