Complaints
Welcome Finance
Last updated: 9 October 2026
Our approach
We aim to give every customer a high standard of service. If something goes wrong, we want to know so we can put it right. We will handle your complaint promptly, fairly and free of charge.
How to complain
You can complain in any of these ways:
• Email: support@welcomefinance.co.uk
• Phone: 020 8609 3897
• Post: Complaints, Welcome Finance, 167–169 Great Portland Street, 5th Floor, London W1W 5PF
To help us look into it quickly, please include:
• your name and your business’s name
• your contact details and the best way to reach you
• what went wrong, and when
• how you would like us to put it right
• copies of any relevant emails or documents
What happens next
Step | What we will do |
1. Acknowledgement | We will confirm we have received your complaint within few business days, and tell you who is handling it. |
2. Investigation | Someone who was not involved in the matter will review it fairly, look at all the relevant information and may contact you for more details. |
3. Final response | We aim to send you a written final response within 4 weeks. It will explain what we found, whether we uphold your complaint and what we will do to put things right. |
4. If we need more time | If we cannot reach a decision within 4 weeks, we will write to explain why and tell you when you can expect our response. We aim to resolve all complaints within 8 weeks. Because we are not authorised by the FCA, the Financial Ombudsman Service cannot consider complaints about us. If your complaint is about an FCA-authorised lender, you may be able to refer it to the Ombudsman if your business is eligible. |
If we can resolve your complaint quickly, for example within three business days, we may do so by phone or email and confirm the outcome in writing.
Complaints about a lender
We are a broker, not a lender. If your complaint is about a lender’s decision, the terms of your finance or how the lender has treated you, it needs to go to that lender, which will handle it under its own complaints process. We will tell you how to contact the lender, and we are happy to help you raise it.
If your complaint is partly about us and partly about a lender, we will deal with our part and pass the rest to the lender with your agreement.
Learning from complaints
We record every complaint and review them regularly to find the causes and improve our service.