Complaints Procedure

At Compass Business Finance, we’re committed to treating all customers fairly. We work hard to deliver the right products and support for your business, and your feedback plays an important role in helping us continually improve. If something hasn’t met your expectations, please let us know — we’re here to help.

How to Raise a Concern

If you’re unhappy with a product or service you’ve received, please contact your account manager in the first instance - either by phone or email - so we can address your concerns quickly and directly.

If you’d prefer to speak with someone else, you can reach a member of our senior management team by calling 01732 833477 or by emailing: complaints@compassbusinessfinance.co.uk

How We Handle Complaints

If we’re unable to resolve your concern within the first week, we’ll register it as a formal complaint and confirm this in writing.

All complaints are reviewed fairly, impartially and promptly, and handled in line with the requirements of the Financial Conduct Authority (FCA). Our aim is to resolve matters as early as possible.

Once we’ve completed our investigation, we’ll provide you with our assessment and any actions or redress we believe to be appropriate. You will receive our final written response within 8 weeks of raising your complaint.

If You’re Not Satisfied With The Outcome

If you’re unhappy with our final response — or if eight weeks pass without a final decision — you may be able to refer your complaint to the Financial Ombudsman Service (FOS), which provides a free, independent service:

Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Tel: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial‑ombudsman.org.uk
Website: www.financial‑ombudsman.org.uk

Concerns About Personal Data

If your complaint relates to how we handle your personal information, please raise it with us first.

If you remain dissatisfied, you can contact the Information Commissioner’s Office (ICO):
Information Commissioner’s Office
Wycliffe House, Water Lane
Wilmslow, Cheshire SK9 5AF
Helpline: 0303 123 1113
Website: www.ico.org.uk

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

Last updated: 30 March 2026