We are dedicated to delivering exceptional service. However, if we fall short of your expectations or make an error, we encourage you to let us know. Your feedback allows us to rectify the situation and improve our processes for the future.
The most efficient way to share your concerns is by emailing us at: Info@finance.com.

Information We Need

To help us investigate and resolve your issue promptly, please include:
Your Contact Details: Your full name and email address.
The Problem: A clear description of the issues you have encountered.
The Impact: Details on how this situation has affected you.
Previous Contact: Names of staff members or dates of any prior conversations regarding this matter.
Supporting Evidence: Any documentation relevant to your complaint.

Our Response Timeline

Initial Contact: We typically respond within 5 business days to begin resolving the matter.
Complex Cases: If your issue requires a deeper investigation, we will contact you via phone or email to acknowledge receipt and explain the delay.
Final Resolution: Our goal is to provide a full response within 10 working days. In more complex or exceptional cases, this may take up to 25 working days.

What Our Resolution Includes

Our final response will clearly:
Acknowledge the specific concerns raised in your original complaint.
Detail the findings discovered during our investigation.
Outline our proposed solution or resolution where applicable.

If You Are Still Unhappy

Please be aware that our financing products are not regulated by the Financial Conduct Authority (FCA). Consequently, complaints regarding merchant financing are not eligible for referral to the Financial Ombudsman Service.
However, we remain committed to finding a fair outcome. If you are dissatisfied with our final response, we are happy to reassess your case if you can provide new information that was not previously considered.