Complaints Procedure
We hold ourselves to high standards of service. If we ever fall short, we want to know — and we will deal with your complaint fairly, promptly and personally.
Our commitment to you
At The Business Finance Group, we see complaints as an opportunity to improve. Every complaint is fully investigated, and you will be dealt with fairly and promptly at every stage. We aim to manage complaints quickly, and where possible we will resolve your complaint within 3 business days of receiving it.
1. Tell us about it
Contact us by phone, email or post with the details of your complaint. The more information you can give us, the faster we can investigate.
2. We investigate
Your complaint is logged and referred to the right person. Where we cannot resolve it straight away, a senior member of the team will investigate promptly, thoroughly and impartially.
3. We put things right
Most complaints are resolved quickly. If your complaint relates to a third party, such as a lender, we will refer it to them and keep you updated throughout.
4. Independent review
If you are unhappy with our final response, you may be able to refer your complaint to the Financial Ombudsman Service for an independent review.
How we handle your complaint
If we are satisfied that your complaint has been addressed and resolved to your satisfaction, we will close the matter and provide you with a summary resolution letter confirming the details, along with the contact information for the Financial Ombudsman Service should you later decide the resolution is not satisfactory.
Where your complaint cannot be resolved straight away, we will send you a written acknowledgement as soon as possible — and at the latest within 5 business days of receiving it. Your complaint will be referred to senior management, who will investigate it promptly, thoroughly and impartially.
If your complaint relates to the actions of a third party, such as a lender on our panel, that party will be asked to investigate and report back, and you will be notified and kept updated. In some circumstances where a third party is solely responsible, the complaint will be referred to them to respond to you directly, and we will confirm this to you in writing.
You will receive our final response as soon as possible, and in any event within 8 weeks of receiving your complaint. In the unlikely event your complaint remains unresolved after eight weeks, we will write to you explaining why a final response cannot yet be provided and when we expect to be able to do so.
If you are not satisfied with our final response, you may be able to refer your complaint to the Financial Ombudsman Service, which provides an independent review free of charge. The Financial Ombudsman Service will only consider your complaint once you have received our final response, and normally within six months of that response.
How to make a complaint
You can raise a complaint with us in whichever way is easiest for you:
By phone
01604 201510By email
info@thebfg.co.ukBy post
The Lincoln Building, Eckland Lodge Business Park, Desborough Road, Leicestershire, LE16 8HB
When you contact us, it helps if you can tell us:
- Your name, business name and address — or the details of the person you are complaining on behalf of, and your relationship to them
- A daytime phone number we can reach you on, and any preferred times for us to call
- A clear description of your concerns, including dates and any relevant documents
- What you would like us to do to put things right
A complaint will never affect your relationship with us
Raising a concern will never affect the service you receive, the terms of any finance arranged through us, or your ability to work with us in future. Your feedback genuinely helps us improve.
Need to talk something through?
Our door is always open — no obligation, no fuss.