Making a complaint: your options and our process

If something has gone wrong, or you are unhappy with how we have handled your company’s loan, we want to hear about it. A complaint is not a nuisance to us; it is how we put things right for you and improve for everyone else. We will look into what you raise fairly, take it seriously, and keep you informed along the way.

This article explains how to complain, the stages your complaint goes through, and what your options are if you are still not satisfied at the end.

How to complain

You can raise a complaint in whatever way is easiest for you. The most direct route is through our feedback and complaints page, which tells you exactly where to send it and what to include. It helps if you can tell us what happened, when, how it has affected you or your company, and what you would like us to do to put it right. If you need to complain in a particular format, or need extra support to do so, just let us know and we will make that work.

The stages we follow

Our process is designed to be clear and reasonably quick:

1. We acknowledge your complaint so you know it has reached the right team and is being looked into.
2. We investigate, reviewing what happened, listening to any call recordings where relevant, and checking your complaint against your Business Loan Agreement and our records.
3. We respond. Where we can resolve things quickly, we will. Where it needs more time, we will keep you updated on progress and tell you when to expect an answer.

You can read more about what to expect in what FOS and FSCS cover, which also explains the escalation point below.

Our final response

When our investigation is complete, we will send you a final response. This sets out what we found, our decision, and our reasons, in plain language. If we got something wrong, we will say so and explain how we will fix it. If we do not uphold your complaint, we will explain why, clearly and honestly, so you understand the decision even if you do not agree with it.

If you are still not satisfied

It is important to be straight with you about this. Because we lend to companies for business purposes, this product is not covered by the Financial Ombudsman Service (FOS), and it is not covered by the Financial Services Compensation Scheme (FSCS) or the Business Banking Resolution Service. That is a feature of business lending to a body corporate, not a gap we have chosen, and it is explained further in what FOS and FSCS cover.

This means that if you remain unhappy after our final response, the final route of escalation is the courts, rather than an ombudsman. We hope it never comes to that, and the great majority of complaints are resolved well before then. We would always rather understand your concern and put it right ourselves.

Getting independent help

If your complaint sits alongside wider money worries, free and independent advice is available for your business from Business Debtline at businessdebtline.org or on 0800 197 6026. Whatever the issue, telling us is the best place to start, and we will treat your complaint with the seriousness and respect it deserves.