We aim to...
Resolve your complaint fairly, without delay.
Make sure you are satisfied with how your complaint was resolved.
Make it easy for you to tell us about your complaint.
Give your complaint the attention it deserves.
How to complain
Your Client Manager should be able to help you with your complaint. You can contact them by phone, email, in writing or arrange a meeting. But if that isn't appropriate, you have other options.
Drop into one of our offices. They're open 9am - 5pm, Monday - Friday.
Send details of your complaint to:
Commercial Complaints Centre,
4th Floor, 2 St. Philips Place,
Call our Complaints Team on:
0345 608 8022
Lines open 9am - 5pm, Monday - Friday. Calls may be recorded.
How long will it take?
The sooner you contact us, the quicker we can handle the matter. However, we try to resolve complaints straight away. If this isn't possible, we'll keep you informed about your complaint's progress.
Within five business days
We'll write to you after five business days of receiving your complaint. The letter will outline:
- why your complaint hasn't been resolved yet
- who's dealing with your complaint
- when we will contact you again.
More than two weeks
Most complaints are resolved within two weeks of receipt. But complex complaints can take a bit longer. If this happens, we'll contact you with regular updates.
CEDR Alternative Dispute Resolution (ADR) service
We aim to resolve all complaints internally. But if you're not satisfied, you can contact the CEDR. CEDR is one of Europe’s leading ADR providers. CEDR provides dispute resolution services in a number of different industries, including telecommunications, water, aviation and property sectors, and more recently in the invoice finance and asset based lending sector.
To see if your complaint qualifies, you need to contact UK Finance.
The CEDR will only investigate the complaint if:
- The company you are complaining on behalf of or for who you are a guarantor, has an annual turnover (revenue) of no more than £6.5million;
- The matter, which is the subject of the complaint, took place on or after 1st July, 2013
- The complaint relates to invoice finance and / or asset based lending products; and
- You received a 'deadlock' letter* from us, or
- The complaint remains unresolved, and more than 12 weeks have elapsed since you registered it.
The complaint must be referred to UK Finance within six months of either:
- The date of a 'deadlock' letter
- The end of the 12-week internal resolution deadline.
* A letter from RBS Invoice Finance to the client confirming that it has not been possible to resolve the complaint.