You do not need to use the word complaint or fill in a special form. If you are unhappy with something we have done, or failed to do, and you want us to investigate it, we treat that as a complaint.
Examples that usually count
- You think a charge on your Flex or Slice facility is wrong
- A payment was not applied to your account as expected
- You feel a decision was not explained clearly
- You experienced poor service or a long delay
- You believe we did not follow what your agreement says
Things that may not be complaints
A general question, a request to change account details, or asking how a feature works is usually support rather than a complaint. We are happy to help with those too, and if it turns out you are actually dissatisfied, we will switch it to the complaints process.
Not sure which it is?
Tell us what happened and what you want, and we will categorise it correctly. If in doubt, we will err towards logging it as a complaint so it gets the right attention.
As an exempt business lender, we handle complaints internally rather than through the Financial Ombudsman Service.
See also: Making a complaint: your options and our process, What does it mean to be in arrears? and How do I make a complaint?.