Complaint Handling Policy

Complaint Handling Policy

Last updated: 01 February 2026

1. Purpose

This policy sets out how Corporate Business Loans Ltd (“the Company”) handles complaints in a fair, transparent, and timely manner.

Although the Company is not regulated by the Financial Conduct Authority (FCA), we aim to resolve complaints efficiently and maintain high standards of service for our business customers.

2. Scope

This policy applies to:

• All business customers and partners
• All employees, contractors, and directors
• Complaints relating to our services, website, or conduct

Our services are intended solely for business users. This policy does not apply to consumer complaints.

3. What Is a Complaint?

A complaint is any expression of dissatisfaction relating to:

• The quality or performance of our services
• Customer support or communications
• Billing or contractual matters
• Actions or omissions by the Company

Complaints can be made verbally or in writing.

4. How to Make a Complaint

Complaints should be submitted using one of the following methods:

• Email: info@businessloansltd.co.uk
• Post: 4 Comet House, Calleva Park, Aldermaston, Berkshire, RG7 8JA

Please include:

• Your company name
• Contact details
• A clear description of the issue
• Any relevant supporting information

5. Complaint Handling Process

We aim to handle complaints as follows:

1. Acknowledgement
   We will acknowledge receipt of your complaint within 5 business days.
2. Investigation
   The complaint will be reviewed by an appropriate member of the team who was not directly involved in the matter where possible.
3. Response
   We aim to provide a substantive response within 20 business days.
   If more time is required, we will keep you informed.
4. Resolution
   Where appropriate, we will explain the outcome and any steps taken to resolve the issue.

6. Escalation

If you are not satisfied with our response, you may request escalation to senior management for further review.

7. Records and Monitoring

We maintain records of complaints to:

• Monitor trends
• Improve our services
• Ensure consistent handling

Complaint records are retained for an appropriate period in line with business and legal requirements.

8. No Financial Ombudsman Service

As a non-regulated B2B business, complaints are not eligible for review by the Financial Ombudsman Service (FOS).

Nothing in this policy limits any legal rights available under contract or law.

9. Policy Review

This policy is reviewed periodically and updated as appropriate to reflect changes in our business or legal obligations.

10. Contact

For complaints or questions about this policy, please contact:

Email: info@businessloansltd.co.uk
Company: Corporate Business Loans Ltd
Address: 4 Comet House, Calleva Park, Aldermaston, Berkshire, RG7 8JA