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Complaints Procedure

Last updated: 27 October 2026

If something has gone wrong, we want to know. This page explains how to complain, what to include, how we will deal with it and what you can do if you are not satisfied with our answer.

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Tell us a little about your business and we will explain the options. No obligation, and enquiring does not involve a credit search.

Please do not include account numbers, passwords or other sensitive details.

Draft for professional review

This page was prepared as a draft and must be reviewed and approved by a suitably qualified adviser, with all bracketed placeholders completed, before the website goes live.

Our commitment

[[COMPANY_LEGAL_NAME]], trading as Finance Business Debt, aims to deal with every enquiry fairly, clearly and promptly. If we fall short, we will investigate, explain what happened and put things right where we can. Making a complaint costs nothing and will not affect how we treat you.

How to complain

You can complain by email or by post. Please address your complaint to [[COMPLAINTS_CONTACT_NAME]].

  • Email: [email protected], with "Complaint" in the subject line
  • Post: [[COMPLAINTS_CONTACT_NAME]], [[COMPANY_LEGAL_NAME]], Newcastle Upon Tyne

If you need to complain in a different way because of a disability or other circumstance, tell us and we will make reasonable adjustments.

What to include

To help us investigate quickly, please give us:

  • Your name, business name and the best way to contact you
  • The date of your original enquiry and any reference we gave you
  • What went wrong, in your own words, with dates where possible
  • Copies of any relevant emails or documents
  • What you would like us to do to put it right

What happens next

  1. Acknowledgement within 5 working days. We will confirm that we have received your complaint, tell you who is handling it and give you a reference.
  2. Investigation. The person handling your complaint will review our records, including any enquiry form submission, correspondence and notes of calls. We may contact you if we need more information.
  3. Final response within 8 weeks. We aim to resolve most complaints much sooner. Our final response will set out what we found, whether we uphold the complaint in full, in part or not at all, and what we will do about it. If we cannot give a final response within 8 weeks, we will write to explain why and tell you when to expect it.

These timescales mirror those in the Financial Conduct Authority's Dispute Resolution sourcebook (DISP). We adopt them voluntarily as a standard of good practice unless and until the firm is authorised by the FCA, at which point they apply as a regulatory requirement.

If you are not satisfied

If you are unhappy with our final response, or if 8 weeks have passed without one, you may be able to take the matter further.

If [[COMPANY_LEGAL_NAME]] is authorised by the FCA and you are an eligible complainant, you may refer your complaint to the Financial Ombudsman Service (https://www.financial-ombudsman.org.uk/) within six months of our final response. [[FCA_STATUS_STATEMENT]]

The Financial Ombudsman Service is a free, independent service for resolving disputes between consumers, small businesses and financial firms. Eligibility depends on the type of complainant and the activity complained about. The Ombudsman's website explains who can use the service. If we are not FCA-authorised, the Ombudsman will not be able to consider a complaint about us, and we will say so clearly in our final response.

Whatever our regulatory status, you remain free to seek independent advice or to pursue the matter through the courts.

Complaints about a finance provider or adviser

If your complaint is about a finance provider or adviser we introduced you to, for example about the terms of a facility, a decision to decline an application, or the way an account has been run, please complain to that organisation first. It has its own complaints procedure and, where it is FCA-authorised, you may be able to refer the complaint to the Financial Ombudsman Service after its final response.

If you believe the problem arose from something we did, for example the information we gave you before the introduction, complain to us as well and we will investigate our part.

Complaints about personal data

Complaints about how we have handled your personal data follow this same procedure. You also have the right to complain to the Information Commissioner's Office at any time. Details are in our privacy policy.

Record keeping

We keep a record of every complaint, including the date received, the issues raised, the steps taken, the outcome and the date of our final response. Records are kept for 6 years after the complaint is closed, as set out in our privacy policy, so that we can evidence how the complaint was handled and learn from it. We review complaints periodically to identify anything we should change in how we work.

Contact

[[COMPLAINTS_CONTACT_NAME]]
[[COMPANY_LEGAL_NAME]]
Newcastle Upon Tyne
Email: [email protected]

See also: Regulatory Information and Website Terms and Conditions.