If something goes wrong, here is exactly what happens.

Because ltd-company lending sits outside FCA regulation, there is no Financial Ombudsman route for our arranging service. That makes our own procedure matter more, not less - so it is published, timed, and owned by a named person.

How to complain

Email complaints@finneus.co.uk or write to 2 Palmer Road, London, SW11 4GJ. Tell us what happened and what putting it right looks like to you.

What happens next

• Within 2 working days: acknowledgement from the person handling it - a named human, not a mailbox.
• Within 15 working days: our full written answer: what we found, what we are doing about it, and anything we are changing so it does not repeat.
• If you are not satisfied: escalation to the founder is direct, and nothing in our terms prevents you pursuing any legal remedy available to your company.

Complaints about a lender

Where your complaint concerns a panel lender rather than us, we will tell you plainly, pass it to them, give you their complaints contact, and chase their response alongside you.

The record

Every complaint, response time and outcome is logged. Ask and we will tell you our current numbers - the same measurement we apply to quote times applies here.