One of the most frustrating parts of any complaint is silence. We aim to avoid that by keeping you informed at sensible points rather than only at the end.
What you can expect
- An acknowledgement that we have received your complaint, with a reference
- Confirmation of who is handling it and how to reach them
- Updates if the investigation is taking longer than first expected
- A clear written outcome explaining what we found and why
If we need something from you
Sometimes the quickest way to move a complaint forward is information only you hold, such as a date, a document, or confirmation of what was said. If so, we will ask clearly and tell you why we need it.
Choosing how we contact you
Let us know the best contact for the complaint, whether email or phone. We will use your preferred route for updates and keep a written record either way.
Chasing us
You should not have to, but if you ever feel out of the loop, contact us with your reference and we will bring you up to date. As an exempt business lender, our internal team is your single point of contact throughout.
See also: How long will my complaint take to resolve?, How do I make a complaint? and Funding monthly payroll when receipts are delayed.