We are committed to providing a high quality service to all our customers. When something goes wrong, we need you to tell us about it. This will allow us to put things right for you and to help improve our service for others in the future.
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve our service. We treat all complaints in confidence.
You can complain by sending an email to us at hello@samedaybusinessloans.co.uk, or you can send a written complaint by post to The Complaints Team, Same Day Business Loans, Epsilon House Business Centre, West Road, Masterlord Office Village, Ipswich, IP3 9FJ. Alternatively you can call us on 0203 8399 045 and speak to one of our team who would be happy to note and escalate your concerns internally. We are available between 9am and 5pm, Monday to Friday excluding UK public and bank holidays. Pease be aware we may, where appropriate, ask you to provide further details in writing.
A senior employee will initially review the complaint. We will acknowledge a complaint within 5 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints completed within 8 weeks unless we agree a different time scale with you.
You should register a complaint as soon as you can after the date on which the event occurred. If you complain more than twelve months later, we may not be able to investigate properly. Consideration will, however, be given as to whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
At this stage, if you are still not satisfied, you should contact us again and we will arrange for a senior employee who has not had any dealings with your matter to review the initial decision. We will write to you within 28 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
If we have not issued our response within eight weeks from the date that you initially made the complaint to us, or if you are dissatisfied with our response, you can contact the Financial Ombudsman for an independent review. Details are available on the following link www.financial-ombudsman.org.uk/faq/complain.html. You can also call the FOS on 0300 123 9123 or write to Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR.