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Home › Complaints
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Complaints

How to tell us if something has gone wrong, and how we put it right.

Last updated: August 2026

Our commitment

We want you to be happy with our service. If we get something wrong, we want to know, so that we can put it right and improve. We take every complaint seriously and handle it fairly and promptly.

How to complain

You can raise a complaint in whichever way suits you best:

It helps if you mark your message "Complaint", so that we can direct it to the right person quickly.

What to include

To help us look into things quickly, please tell us:

  • Your name, business name and the best way to reach you.
  • What happened, including relevant dates and any reference numbers.
  • What went wrong from your point of view.
  • What you would like us to do to put it right.

If you have any documents or emails that help explain the issue, please include them.

How we handle it

When we receive your complaint, we will acknowledge it promptly and let you know who is dealing with it. We will look into it fairly, ask any questions we need to, and aim to resolve it within a reasonable period. If we need more time, for example because the issue is complex, we will keep you updated on progress and explain why. Once we have finished, we will write to you with our response and the reasons for it.

If you are still unhappy

If you are not satisfied with our response, please come back to us so that we can take another look.

Commercial finance broking for businesses is generally not regulated by the Financial Conduct Authority, so the Financial Ombudsman Service may not cover our service. [confirm eligibility for FOS or alternative dispute resolution with Mo] In our final response we will always tell you whether any independent complaints scheme applies to your complaint and, if so, how to contact it.

Data protection complaints

If your complaint is about how we have handled your personal information, and you are not happy with our response, you can also contact the Information Commissioner's Office (ICO) at ico.org.uk. We would still appreciate the chance to resolve things with you first.