How we handle complaints.

Section 01

Our commitment

At bizbritain, we aim to provide a high standard of service at all times. However, if something goes wrong, we want to hear about it.

We take all complaints seriously and are committed to:

• Investigating complaints fairly, impartially, and promptly
• Treating customers fairly in line with Financial Conduct Authority (FCA) requirements
• Resolving issues as quickly as possible
• Learning from feedback to improve our services

For the purposes of this policy, a complaint is

“Any expression of dissatisfaction, whether oral or written, relating to our services, staff, or the way we have handled your application.”

Section 02

How to make a complaint

You can contact us using any of the following methods:

• Email: complaints@bizbritain.com
• Post: bizbritain, Level 18, 40 Bank Street, Canary Wharf, London E14 5NR
• Telephone: 0808 501 3007 (option 1)
• Online: via your application portal (if applicable)

To help us investigate your complaint efficiently, please include:

• Your contact details
• A clear description of your complaint
• Any relevant information or supporting evidence
• What outcome you would like

If you do not include all of this initially, we may contact you to request further information.

Section 03

How we handle your complaint

We follow the FCA’s complaints handling rules (DISP).

1. Acknowledgement We will acknowledge receipt of your complaint promptly, typically by the next business day.
2. Day 3 We aim to resolve complaints by the close of the third business day following receipt.
3. Investigation If your complaint cannot be resolved quickly, we will investigate the matter fully, keep you informed of progress, and request additional information if needed.
4. Within 8 weeks We will provide a written Final Response within 8 weeks of receiving your complaint.

If we are unable to provide a final response within this timeframe, we will:

• Explain the reasons for the delay
• Provide an updated timeline
• Inform you of your right to escalate your complaint

Section 04

Financial Ombudsman Service (FOS)

If you are not satisfied with our Final Response, or if 8 weeks have passed and your complaint has not been resolved, you may be able to refer your complaint to the Financial Ombudsman Service.

You must do this within 6 months of the date of our Final Response.

Section 05

Additional information

• Making a complaint is free of charge
• Complaints are handled confidentially and only shared with those who need to investigate them
• We keep records of complaints for regulatory purposes
• Complaint data may be reported to the FCA as required
• We may use anonymised complaint data to improve our services

Section 06

Complaints involving other firms

If your complaint relates to another firm (for example, a lender or partner), we may:

• Forward your complaint to that firm
• Inform you that we have done so
• Provide you with their contact details

Section 07

What this policy does not cover

This policy does not apply to:

• Subject Access Requests (data access requests), which are handled under our Privacy policy
• Employee grievances (internal HR matters)
• Issues that are already subject to legal proceedings

Section 08

Appeals process (application decisions)

If your complaint relates specifically to an application decision (such as a decline), you may also have the right to appeal.

When you can appeal

• If your application has been declined
• If you are not satisfied with the terms offered

How to appeal

• Via your application contact or Loan Proposer
• By email to: appeals@bizbritain.com

Time limits

Appeals must typically be submitted within 30 days of the decision.

What to include

• Completed appeals template (where provided)
• Supporting evidence

How appeals are handled

• Appeals are reviewed by an independent decision-maker not involved in the original decision
• We aim to acknowledge appeals within 3 business days
• We aim to provide a decision within 10 business days of receiving all supporting information

If your appeal is unsuccessful, you may still raise a formal complaint through the process outlined above.

Section 09

Our role

bizbritain is a credit broker, not a lender.

We do not make final lending decisions. Decisions regarding loan approval are made by the relevant lender or funding partner.

Section 10

Updates to this policy

We may update this policy from time to time to reflect changes in our processes or regulatory requirements.

The latest version will always be available on our website.

Section 11

Contact us

If you have any questions about this policy, please contact: