Complaints
3 articles in this topic.
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.
How do I make a complaint?
If something has gone wrong, we want to know so we can fix it. You can raise a complaint with the Make a Complaint form, by email, or by phone. Tell us what happened, when, and what you would like us to put right.
We will acknowledge your complaint promptly, investigate it fairly, and keep you updated. Our Feedback & Complaints page explains each stage and the timescales involved.
For the full picture, see what happens after you complain and the complaint options and process. There are also time limits for raising a complaint, so it helps to contact us as soon as you can.
What happens after I complain?
Once you have complained, we will acknowledge it and look into what happened. We will then send you a written response explaining our findings and any action we are taking. We keep you updated while we investigate, and we will tell you if we need anything further from you.
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; if you remain dissatisfied, the next step is the courts.
If you have not complained yet, see how to make a complaint and the complaint options and process. Note that there are time limits for raising a complaint.