Complaints Procedure

We aim to give you a good service. If we have not, we want to know, so that we can put it right. This page explains how to complain and what happens next. It applies to BestQuote Commercial Finance, a trading name of BestQuote Group Ltd, which is authorised and regulated by the Financial Conduct Authority (FRN: 804008).

How to complain

You can complain to us by email or by telephone:

• Email: contactus@bestquotecommercialfinance.co.uk
• Telephone: 01279 909750 (Monday to Friday, 9:00 am to 5:00 pm)

Please give your name and contact details, and as much detail as you can about what went wrong, including dates and what you would like us to do. If you would prefer to write to us by post, please contact us first and we will tell you where to send it.

What happens next

• Acknowledgement. We will acknowledge your complaint in writing within five business days and tell you who is dealing with it. If we can resolve it within that time, we may combine our acknowledgement with our final response.
• Investigation. We will look into your complaint fairly and promptly, and keep you updated.
• Final response. Within eight weeks of receiving your complaint, we will send you either a final response, or a written update explaining why we cannot yet give one and when we expect to. A final response will set out our decision, our reasons and any offer to put things right.

If you are not happy with our response

If you are an eligible complainant, you may be able to take your complaint to the Financial Ombudsman Service, which is free to use. You can do this if you are unhappy with our final response, or if we have not sent you a final response within eight weeks. You must normally refer your complaint within six months of the date of our final response, and we will remind you of this in that response.

The Ombudsman can generally consider complaints from consumers, micro-enterprises, small businesses, and some charities and trusts. It can only look at complaints about regulated activities. Not all of the finance we arrange is regulated, so it may not be able to consider every complaint. The Ombudsman can tell you whether it can look at yours.

• Website: www.financial-ombudsman.org.uk
• Telephone: 0800 023 4567 (free from landlines and mobiles) or 0300 123 9123
• Email: complaint.info@financial-ombudsman.org.uk

If your complaint is about a lender

We introduce you to lenders but do not lend ourselves. If your complaint is about a lender’s decision, rates or service, you will need to complain to that lender. We will gladly help you find out how.

Our records

We keep a record of every complaint and how we dealt with it, as financial services rules require. Your complaint will be handled in line with our Privacy Policy. See also our Terms of Use.