Complaints Procedure
Last updated: July 2026
We take complaints seriously and aim to resolve them fairly and promptly. If you are unhappy with any aspect of our service, please follow the steps below.
How to Complain
In the first instance, please contact us at hello@financemycompany.co.uk with details of your complaint. Please include your name, contact details, and a clear description of the issue.
If your complaint relates to a specific finance agreement, please also include the lender’s name and your reference number so we can investigate fully.
What Happens Next
We will acknowledge your complaint within two working days and investigate it promptly. We aim to provide a full response within eight weeks. If we cannot resolve it within this timeframe, we will write to you explaining the delay and when you can expect a final response.
Financial Ombudsman Service
If you are not satisfied with our final response, or if eight weeks have passed without resolution, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS) — free of charge. The FOS is an independent public body set up to resolve disputes between financial businesses and their customers.
You can contact the Financial Ombudsman Service at financial-ombudsman.org.uk or by calling 0800 023 4567.
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