Feedback and Complaints

At Active Business Finance we always strive to learn from partners, customers and lenders feedback and we actively aim to be constantly improving the service we provide.

Would you like to give us general feedback on how to improve our service?

• At Active Business Finance we know all the Accountants, IFAs, Business Advisors and other partners that work with us are constantly providing us with feedback on the service we provide  – but we are always looking to improve our product. We actively encourage all suggestions as to how we can improve any aspect of how we work with introducers and the businesses that we support.
• If you already work with us please speak to your Active Business Finance contact to arrange a call or a meeting with us to discuss your feedback in detail.
• If you don’t already work with us and would like to provide comments or suggestions you can email your suggestions directly to info@activebusinessfinance.com.

All emails will be acknowledged.

Do  you have a general issue or question about Active Business Finance or the service we provide?

• Please contact us on 020 4525 1448
• You can also email info@activebusinessfinance.com 

All emails will be acknowledged.

Is there a specific issue with a current case you would like resolved?

• If you are a business working with Active Business Finance to apply for business finance, please speak to your Finance Specialist in the first instance.
• If you are a partner working with Active Business Finance to support your clients please speak to Callum at callum@activebusinessfinance.com.
• If you would like to discuss a specific issue with a member of our Management Team you can
  • Contact us on 020 4525 1448
  • Email us at callum@activebusinessfinance.com 

All emails will be acknowledged.

Complaints

We treat complaints very seriously at Active Business Finance – if you are unhappy with our service in any way

• we want to know about it
• will treat your comments seriously
• will investigate your issues thoroughly
• and will provide you with a detailed response.

How to make a complaint

• Please email callum@activebusinessfinance.com
• Please provide
  • As much information about your complaint as possible
  • Your Business Name and contact details
  • Your account number if you are a partner
  • The best way to contact you to discuss the complaint

How your complaint will be handled

• Active Business Finance will acknowledge your complaint by email within 1-2 business days.
• We will write to you within 5 working days to let you know what timescale is anticipated to investigate your complaint.
• We will keep in contact with you whilst we investigate your complaint.
• We will tell you in writing the outcome of our investigation within 48 hours of the investigation being completed.
• If you are not satisfied by the outcome of our investigation, Active Business Finance will gather further information from you in response to our preliminary findings and a different individual will re-investigate your complaint.
• If you remain dissatisfied with our final response or Active Business Finance are unable to provide a response within eight weeks of your original complaint we will refer you to the Financial Ombudsman Service for an independent review review. They can be contacted at Financial Ombudsman Service, Exchange Tower, London, E14 9SR.