Complaints procedure
Last updated: 11 June 2026
Our commitment
We aim to give every business a straight, helpful service. If something has gone wrong we want to put it right.
How to complain
Email hello@merchantbusinessloans.co.uk with the details and the best way to reach you, including your business name and any reference.
What happens next
We acknowledge your complaint normally within 3 working days, look into it, and aim to give a full response within 8 weeks. If we need longer we will tell you why and when.
If you are still not happy
Merchant Business Loans arranges commercial finance, which is not covered by the Financial Ombudsman Service. If your complaint relates to a specific lender or product we will tell you who to contact and help where we can.