We take complaints about our work, staff and levels of service very seriously. If you are not satisfied, please follow the process for raising a formal complaint.
All Complaints, whether they concern our services, our customer service, or our employees should be made in one of the following ways:
When making an Initial Complaint, you will be required to provide the following information in as much detail as is reasonably possible:
BizBritain Finance Limited will aim to resolve your Initial Complaint by close of business on the Business Day following its receipt. If a Complaint is made on a non-Business Day, it will be treated as having been received on the next Business Day (e.g. a Complaint made on a Saturday will be treated as received on the following Monday).
If it is not possible to resolve a Complaint by the end of the next Business day, or you are not satisfied with the Initial Response decision, your complaint will be escalated to our formal complaints handling procedure. Following our Complaints Policy, our aim is to always resolve Complaints to your satisfaction as soon as possible. If you are not satisfied at the end of Level One, you may Appeal your Complaint to Level Two.
If you are not satisfied with the resolution of your complaint at Level 2, you may seek External Resolution where appropriate.
For further information, please see our Complaints Policy and Complaints Handling Procedures:
Any abusive or aggressive behaviour toward BizBritain staff will not be tolerated and if applying for a Start Up Loan will result in your loan application being declined with immediate effect.
This includes aggressive, abusive or violent behaviour of any kind (written or verbal). Any form of this behaviour will not be acceptable. We will also consider any remarks made of a racial or discriminatory nature as abusive behaviour and reserve the right to not deal with any such individual. Please see the Managing Unreasonable Behaviour towards BizBritain Staff Policy for more information: