To help us to deal with your complaint quickly and efficiently, please contact us with:

• Your name
• Your account number
• A telephone number or email address that you would like us to contact you on
• Details of your complaint 

We have a documented complaints process that you can use to make us aware of any problems you have had with the service that we provide.  We will do our best to answer your complaint quickly and fairly.  Our complaints process meets the requirements of the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).

We will do everything we can to resolve your complaint as soon as we can. For more complex issues we may need more time to investigate your concerns. If this is the case, we will:

• Write to let you know we have received your complaint, and then
• Provide you with a response to the issues you've raised as soon as possible. Our complaints procedure allows us eight weeks to do this, but we will do our best to get back to you within four weeks

Once our final response is made.

If you have any concerns please do get back in touch. In the vast majority of cases we are able to resolve issues directly with our customers. However, if you still feel your complaint has not been dealt with satisfactorily, you will then have the option of contacting the Financial Ombudsman Service (FOS).

We will send you a leaflet detailing the FOS complaints procedure with our response. If you remain dissatisfied, you have up to six months from the date of our response letter to refer your complaint to the FOS.

Due to the nature of some of the services we provide, some our customers will be ineligible to refer their complaint to the FOS.  If this is the case, when we write to you to provide you with our final decision we will provide you with details of the appropriate Alternative Dispute Resolution body who will be able to consider your complaint.  For Asset Finance customers the Alternative Dispute Resolution body will be the Finance and Leasing Association and for Invoice Finance customers this will be UK Finance.

To contact the Financial Ombudsman Service:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: 0800 023 4567

Email: complaint.info@financial-ombudsman.org.uk

www.financial-ombudsman.org.uk

Our complaints data:

• Our complaints data for H1 2024
• Our complaints data for H2 2023
• Our complaints data for H1 2023
• Our complaints data for H2 2022
• Our complaints data for H1 2022
• Our complaints data for H2 2021
• Our complaints data for H1 2021
• Our complaints data for H2 2020
• Our complaints data for H1 2020
• Our complaints data for H2 2019
• Our complaints data for H1 2019
• Our complaints data for H2 2018
• Our complaints data for H1 2018