Complaints Procedure

As a business we are committed to treating all customers fairly and consider adherence to our legal responsibilities as a minimum standard. We are passionate about the success of your business and work with diligence and integrity to deliver the best possible products for your needs.

If you’re not satisfied with the product(s) or service that we have provided to you, please contact us so that we can address your concerns. Customer feedback is extremely important to us, and helps us to improve our service to the entire market.

Should you have a complaint, please contact your account manager in the first instance by phone or email. If you would prefer to speak with someone else in the business, please call us on 01732 833477 and ask to speak to one of our senior management team.

If we are unable to address your concern and resolve the matter within the first week, we will escalate it as a complaint for further investigation and confirm this in writing to you.

We ensure that any customer complaints are assessed fairly, promptly, impartially, and where appropriate, in line with the Financial Conduct Authority (FCA) and Finance and Leasing Association’s (FLA) deadlines and rules, however, our aim is to resolve any complaints at the earliest possible opportunity.

Taking into account all relevant factors, we will respond to you with our assessment of your complaint and advise of any remedial action or redress we believe to be fair and appropriate, with our final response made to you in writing within 8 weeks. 

Should you be unhappy with our response, you may be able to refer it to The Financial Ombudsman Service (FOS), a free and independent arbitration service.

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial–ombudsman.org.uk

Compass Business Finance are also members of the FLA, who you are also able to raise a complaint with if you remain dissatisfied with the resolution we have offered.
For more information, please visit fla.org.uk/business-information/how-to-make-a-complaint/

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Compass Business Finance Limited is authorised and regulated by the Financial Conduct Authority.
Financial Services Register no. 619678.

Last updated: 14 December 2021

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