Complaints Policy

First Business Finance

At First Business Finance, we are committed to providing a high standard of service. However, we recognise that sometimes things may go wrong. If this happens, we want to hear from you so we can put things right and improve our services.

How to Make a Complaint

If you are unhappy with any aspect of our service, you can contact us in the following ways:

Email: compliance@firstbusinessgroup.co.uk
Telephone: 01634 386869
Contact Form: https://firstbusinessgroup.co.uk/contact/
Post: You can make a complaint in any format — including by phone, email, letter, or online. There is no charge for making a complaint.

What is a Complaint?

A complaint is any expression of dissatisfaction, whether justified or not, about our products, services, or the way we have handled something.

You do not need to use the word “complaint” for us to treat it as one.

Our Commitment to You

We will:

Treat your complaint fairly, consistently, and promptly
Investigate your concerns thoroughly and impartially
Keep you informed throughout the process
Communicate clearly and in plain English
Take appropriate action to put things right where necessary
Learn from complaints to improve our services

What Happens Next?

Acknowledgement

We will acknowledge your complaint promptly (usually within 24 hours) to confirm we have received it.

Investigation

Your complaint will be reviewed by a trained member of our team who will:

Gather all relevant information
Assess what has happened
Determine whether your complaint should be upheld

We may contact you if we need further information.

Resolution Timescales

We aim to resolve complaints as quickly as possible:

Within 3 business days:
If resolved quickly, we will send you a written confirmation.
Within 4 weeks:
If not resolved, we will provide an update explaining progress.
Within 8 weeks:
We will send you our final response, setting out:

Our findings
Our decision
Any proposed resolution or redress (if applicable)

Our Final Response

Our final response will clearly explain:

The outcome of our investigation
Whether your complaint has been upheld
Any action we will take to put things right

If appropriate, this may include:

An explanation and apology
Corrective action
Financial compensation

If You Are Not Satisfied

If you are not happy with our final response, or if 8 weeks have passed and you have not received one, you may be able to refer your complaint to the:

Financial Ombudsman Service (FOS)

The Financial Ombudsman Service is an independent body that helps resolve disputes between consumers and financial services firms.

You must refer your complaint within 6 months of our final response.

Contact details:

Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123
Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Complaints About Other Firms

If your complaint relates to another company (for example, a lender or insurer), we may pass your complaint to them.

If we do this, we will:

Let you know promptly
Provide you with their contact details

Data Protection Complaints

If your complaint relates to how we handle your personal data, we will respond in line with applicable data protection laws.

If you are not satisfied, you may contact the Information Commissioner’s Office (ICO):

Website: www.ico.org.uk

Continuous Improvement

We take all complaints seriously and use them to:

Identify trends and root causes
Improve our processes and services
Enhance customer outcomes in line with our regulatory obligations

Contact Point

If you have any questions about this policy or wish to raise a complaint, please contact:

Steve O’Hare – Compliance Officer
First Business Finance – compliance@firstbusinessgroup.co.uk

Your Rights

Making a complaint will not affect your relationship with us
You will not be charged for making a complaint
You will be treated fairly and respectfully throughout