Complaints Procedure
We are committed to providing an excellent service. If something goes wrong, we want to know about it and put it right.
Our Commitment to Service Quality
At Hertfordshire Business Finance, we take pride in delivering a professional, transparent, and client-focused service. We aim to meet the highest standards in every interaction, but we recognise that sometimes things do not go as planned.
If you are unhappy with any aspect of our service, we encourage you to let us know. We treat every complaint seriously, investigate it thoroughly, and use the feedback to improve how we work.
How to Make a Complaint
You can raise a complaint with us using any of the following methods. Please provide as much detail as possible so that we can investigate your concern effectively.
Letter
Complaints Department
Hertfordshire Business Finance
Lynch Farm, Kensworth
Dunstable, LU6 3QZ
When making a complaint, please include your full name, contact details, any relevant reference numbers, and a clear description of the issue and the outcome you are seeking. This helps us investigate and respond as quickly as possible.
What Happens Next
We follow a clear, structured process to ensure every complaint is handled fairly and resolved as quickly as possible.
Submit Your Complaint
Contact us by email or letter with details of your complaint. Please include your name, contact details, and a clear description of the issue.
Acknowledgement
We will acknowledge your complaint in writing within 3 business days, confirming the details we have received and the name of the person handling your case.
Investigation
A designated complaints handler will investigate your complaint thoroughly. We may contact you to gather further information or clarify details during this process.
Final Response
We aim to resolve all complaints as quickly as possible. You will receive our final response in writing within 8 weeks of the date we received your complaint, in line with FCA guidelines.
Response Timelines
Business Days
Written acknowledgement of your complaint
Regular Updates
We keep you informed throughout the investigation
Weeks Maximum
Final written response as per FCA guidelines
If You Are Not Satisfied
If you are not happy with our final response, or if 8 weeks have passed since you first raised your complaint and you have not received a final response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is a free, independent service for resolving disputes between consumers and financial businesses.
Financial Ombudsman Service
Address
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
You must refer your complaint to the FOS within 6 months of receiving our final response. The FOS may not be able to consider your complaint if you refer it later than this.
Regulatory Information
Hertfordshire Business Finance is a trading style of Lenzie Consulting Ltd, registered in England and Wales (company number 08174104), registered office Lynch Farm, Kensworth, Dunstable, LU6 3QZ. We act as a commercial finance arranger and introducer, not a lender, and are not authorised or regulated by the Financial Conduct Authority. Most commercial and business finance is unregulated. Where an enquiry involves a regulated product, we introduce you to an appropriately FCA-authorised firm.
If your complaint relates to a specific lender product, such as a mortgage, loan, or insurance policy, you may also raise a complaint directly with the relevant lender. Each FCA-authorised lender has its own complaints procedure and is required to handle complaints in accordance with FCA rules.
Complaints about FCA-regulated lender products can be referred to the Financial Ombudsman Service if you remain dissatisfied after the lender has issued its final response. We are happy to assist you in identifying the correct complaints process for your circumstances.
Need Help?
If you have any questions about our complaints procedure, or if you would like assistance in raising a concern, please do not hesitate to get in touch. Our team is here to help.