Our customer commitments

Last updated: 9 October 2026

Our commitment

At Welcome Finance, treating our customers fairly is central to how we work. As a commercial finance broker, our job is to help your business find the right finance from the right lender, honestly and transparently. We are not a lender, and we aim never to put our own interests ahead of yours.

This page sets out the standards we hold ourselves to.

1. Fairness is part of our culture

Everyone who works with us understands that fair treatment of customers comes first. We train our team, review our processes and check the outcomes our customers receive, so that fairness is part of everything we do, not just a policy.

2. The right finance for the right businesses

We arrange finance for UK businesses including UK limited companies, LLPs and partnerships of four or more partners. We are clear about who we can help, so businesses outside these criteria do not waste time on an application.

We work to understand what your business needs, why it needs it and what it can afford, before we introduce you to any lender.

3. Clear information at every stage

We explain things in plain English. Before you proceed, we will make sure you understand:

•        that we are a broker, not a lender

•        that we work with a panel of lenders and do not search the whole market

•        how we are paid, including the commission we receive from lenders

•        the main features, costs and risks of the finance being offered, including any personal guarantee or security

If anything is unclear, please ask us. We would rather answer a question than have you sign something you are unsure about.

4. Matching you with suitable lenders

We introduce your business to lenders whose products fit your needs and circumstances. The amount of commission a lender pays us never decides which lender we recommend. If we believe a type of finance is unlikely to suit your business, we will tell you.

5. Honest about what to expect

We never promise that finance will be approved, and we do not pressure anyone into an agreement. The lender makes the final decision and sets the terms. We will keep you updated on the progress of your application and tell you promptly if a lender declines.

6. No unreasonable barriers

You are free to:

•        stop working with us at any time before you sign a finance agreement

•        ask questions or ask us for more information

•        make a complaint and have it handled fairly

Our Complaints page explains how to raise a concern.

7. Supporting customers who need extra help

Business owners can face difficult circumstances, such as illness, bereavement or financial pressure. If you need extra support or more time, please let us know. We will be patient, adapt how we communicate where we can, and never take advantage of a difficult situation.

8. Protecting your information

We only share your information with lenders and partners when it is needed to help your business find finance, and we keep it secure. Our Privacy Policy explains this in full.

9. Listening and improving

We welcome feedback, good and bad. We review complaints and feedback regularly and use what we learn to improve our service.

Contact us

If you feel we have not treated you fairly, please tell us. Email support@welcomefinance.co.uk, call 020 8609 3897, or write to Welcome Finance, 167–169 Great Portland Street, 5th Floor, London W1W 5PF.