We use cookies to give you the best possible experience on our website. If you continue without changing your settings, we'll assume that you're happy to receive all the cookies on our website. However, you can change your cookie settings at any time.

Your Privacy

When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the site work as you expect it to. The information does not usually directly identify you, but it can give you a more personalised web experience.
Because we respect your right to privacy, you can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.

Strictly Necessary Cookies


These cookies are strictly necessary for the Website to work properly and for us to keep it secure. They are needed to allow users to use the Website and its features, including to move between pages of the website.

These cookies are required

Performance and analytical cookies

These cookies allow us to collect certain information about how a user navigates the Website. These cookies collect information that is used either in aggregate form to help us understand how our site is being used or how effective are marketing campaigns are, or to help us personalise our site for you. We use Google analytics and Bing 1st party cookies, DoubleClick 3rd party cookies and Hotjar cookies for reporting purposes.

Marketing cookies

These cookies are used to make advertising messages more relevant to you. We may use this data to tailor the marketing and ads you see on our own and other websites and mobile apps, including social media.

Commercial customer complaint

How we will deal with your complaint

We want to make sure your experience with us is positive and we'll always do our best to provide you with a high standard of service and customer care, every time. However, sometimes things can go wrong and we may fail to meet your expectations. Our internal Complaint Procedure allows us to deal with these problems.

Make a complaint online

Our procedure

If you are unhappy with something, you should let us know. You can raise your complaint by telephone, email or by letter.

We will try our best to resolve the problem immediately. If your complaint has not been resolved within four working days, it will be referred to one of our Commercial Complaints Advisers, who will take responsibility for your complaint and see it through to resolution. They will conduct a thorough review of your concerns and let you know the outcome in writing. They will:

  • Send you an acknowledgement of your complaint, in writing, within 5 working days;
  • Complete an internal review of the complaint to ensure that we have all the information necessary to conduct a full investigation; and
  • Complete a thorough investigation of your concerns to resolve your complaint, writing to you to outline our findings within a ‘Final Response’.

We aim to respond to all complaints in full within four weeks of receipt. If we have not been able to respond by this time, we will write to you to let you know. If the investigation is not complete after 8 weeks we will write to you at this time too.


The Financial Ombudsman Service will not be able to look into your complaint. Commercial Lending is not a regulated activity; therefore, complaints about Commercial Lending fall outside of its jurisdiction. 

Complaints form

Please complete the form below and we'll get back to you as soon as possible.

Commercial customers: Speak to our customer service department

We’re here between 9am and 5:30pm Monday to Friday.