Complaints process
Tell us what went wrong and we'll deal with it directly. There's no call centre or ticket queue here. Every complaint is read and reviewed by a member of the Established Finance team. If it's actually about the partner's own product or service, we'll point you straight to their process instead of letting it sit with us.
If something's gone wrong
Even as an unregulated introducer, we think you're owed a real, named route to complain, not a contact form that disappears into a queue. Here's exactly what happens.
Complaints about Established Finance
If your complaint is about how we handled your enquiry, our introduction, or anything else within our direct control as an introducer:
- Email [email protected] with your name, the business your enquiry related to, what happened, and what you'd consider a fair resolution.
- We'll acknowledge your complaint within 3 working days.
- We aim to give you a full response within 8 weeks, in line with standard UK financial-services complaint-handling practice.
Complaints about a partner we introduced you to
If your complaint is about the product or service provided by the partner we introduced you to, for example the terms of a facility once it's arranged, that partner handles it directly under their own complaints procedure, not ours. Much commercial lending to established businesses is not FCA-regulated, so whether you can take it further depends on the provider and the facility. Where the Financial Ombudsman Service covers that provider and your business is eligible, you may be able to refer the matter to it if you're not satisfied with their final response.
What to include
- Your name and the business the enquiry related to
- What happened, and roughly when
- What you'd consider a fair resolution
We take every complaint seriously, whether it's about us directly or about a partner we've introduced you to, and we'll help point you to the right place either way.