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Complaints Handling Policy

Business Finance Solutions is committed to providing a high-quality, professional and transparent service to all our clients. Unfortunately, however, there may be occasions when you feel the level of service you receive has fallen below your expectations. Telling us about this gives us the chance to fix things for you and, if necessary, make internal improvements to our systems and processes.

We consider a complaint to be “any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm's provision of, or failure to provide, a financial service”.

We will ensure that all complaints are investigated fully and impartially, with due consideration for confidentiality. Should you complete and submit our complaints form, we will keep you fully updated regarding the outcome of our investigation in a clear, open and timely manner.

What will happen next?

  1. Once we receive your complaint, we will send you a prompt letter acknowledging receipt. This will be sent to you within five working days, using your preferred communication method (email and/or hard copy letter).

  2. We will then fully investigate your complaint. During the investigation period you may be contacted for clarification should your complaint be ambiguous or unclear.

  3. We will then send you a substantive written (final) response – including a proposed resolution (if applicable) – within 8 weeks from receipt of your complaint.

  4. At this stage, if you are not happy with the outcome (or if 8 weeks have passed and you have not received a response from us) you may refer your complaint to the Financial Ombudsman’s Service. Details of how to do so are provided in the website link below.

Financial Ombudsman Service

Whilst we would look for complaints to be addressed directly, we acknowledge that you may be dissatisfied with the outcome provided to you by the party you referred to in the first instance or you wish to escalate the matter at the outset. In these instances, you have the right to refer to the Financial Ombudsman Service although please be advised that the Financial Ombudsman Service may refer the matter back to the relevant party to resolve if you have not engaged with that party in the first instance.

Further information in respect of the services available from the Financial Ombudsman Service are available from their website: