1. Introduction
We are committed to providing products and services of the highest standard. If for any reason you feel you are not entirely satisfied with any aspect of our service, please let us know straight away.
We are a member of the National Association of Commercial Finance Brokers and adhere to their Code of Practice, which can be downloaded from nacfb.org.
We will investigate your complaint competently, diligently and impartially.
2. How to make your complaint
Tell us what has happened. You can call, email or write to us using the contact details at the foot of this page.
It helps if you can give us:
- Your name and address
- Your agreement or reference number, as appropriate
- How we can contact you
- A clear description of your complaint, and whether any third party is involved
- What you would like us to do to resolve it
- Copies of any relevant supporting documents, if appropriate
3. What happens next
We aim to resolve all complaints as quickly as possible. We will consider all the available evidence and the circumstances, together with any relevant laws or regulations. We will keep you regularly updated and discuss our findings with you.
We will contact you within three working days to confirm we are considering your complaint and to clarify any points where necessary. If we can resolve it within three working days, we will send you a Summary Resolution Communication confirming that you made a complaint and that we now consider the matter resolved.
Where we cannot resolve a complaint within three working days, we will issue an initial response letter setting out the circumstances. We aim to respond to all complainants within four weeks, although we have eight weeks from receipt to investigate and provide our final response.
If it is going to take longer than eight weeks from when you first contacted us, we will update you on our progress and explain why it is still ongoing.
When we have fully investigated and reached a decision, we will write to you with our final response. This letter will tell you what we found, what we plan to do, and how we came to our decision.
4. Complaints forwarding
Where we identify that a third party may be solely or jointly responsible for the matters raised, we will forward the complaint to that party without delay and notify you in a final response letter that we have done so.
Where we are jointly responsible, we will investigate the element relating to us and respond accordingly. Where we receive a forwarded complaint, we will acknowledge it and apply the standard time limits from the date of receipt.
5. If you remain dissatisfied
If you are subsequently dissatisfied with the resolution of your complaint, you may be able to refer it to the NACFB or, in relation to data protection matters, the Information Commissioner’s Office, depending on the circumstances of the case.
The NACFB suggests trying to resolve the complaint directly with us first. If a complaint is referred to them, they will investigate it competently, diligently and impartially. It is important to be aware that the NACFB has no powers or sanction relating to any form of compensation.
Please note: we arrange non-regulated commercial finance and are not authorised by the Financial Conduct Authority. The Financial Ombudsman Service covers regulated activities and certain eligible complainants, so it will not generally be available in respect of the non-regulated business finance we arrange. Whether any external route applies depends on the circumstances of your case, and we will tell you in our final response what options are open to you.
6. Complaints handling contact
| Complaints Manager | Marcus Wright, Managing Director |
| Address | Bolton Business Finance Ltd, Westgate House, 1 Westgate Avenue, Bolton, Greater Manchester, BL1 4RF |
| Telephone | 0161 546 9128 |
| sales@bolton-finance.co.uk |
Medical Business Finance is a trading name of Bolton Business Finance Ltd, registered in England and Wales, company number 12495909.