Complaints Procedure

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.

Making a Complaint

All Complaints, whether they concern our services, our customer service, or our employees should be made in one of the following ways:

  • In writing to BizBritain, 96 High Street, Marlow, Buckinghamshire, SL7 1AQ;
  • By email, to;
  • By contacting us by telephone on 01628 878343 and choosing option 1. Please note you may be asked to put your Complaint into writing so we can investigate it fully.


What information we’ll need from you

When making an Initial Complaint, you will be required to provide the following information in as much detail as is reasonably possible:

  • Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled);
  • If you are making a Complaint about a particular employee of ours, the name and, where appropriate, position of that employee;
  • Further details of your Complaint including, as appropriate, all times, dates, events, and people involved;
  • Details of any documents or other evidence you wish to rely on in support of your Complaint;
  • If applicable, details of what you would like BizBritain Finance Limited to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take).


How We Handle Your Complaint

Following our Complaints Policy, our aim is to always resolve Complaints to your satisfaction as soon as possible. BizBritain Finance Limited will aim to resolve your Complaint by close of business on the third business day following the day on which it is received. 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).

  • Upon receipt of your Initial Complaint, a Manager will log it on our support system and will acknowledge receipt giving you a Complaint Reference.
  • The Manager will investigate the Complaint and will contact you to discuss the issue and the Initial Response decision.

If it is not possible to resolve a Complaint by close of business on the third business day following the day on which it is received, or you are not satisfied with the Complaint Resolution Response decision reached by BizBritain, your Complaint will be escalated to Appeals level. If you are not satisfied with the resolution of your complaint at Appeal, you may seek External Resolution where appropriate.

For further information, please see our Complaints Policy and Complaints Handling Procedures:

> Download Complaints Policy
> Download Complaints Handling Procedure
> Download Complaints Procedure Flowchart


Abusive behaviour toward BizBritain staff

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:

> Download Managing Unreasonable Behaviour PDF
> Download Managing Unreasonable Behaviour Flowchart

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