Complaints Procedure

We want to know if something has gone wrong. This page explains how to raise a complaint and what you can expect from us in response.

How to complain

Contact us with as much detail as possible — what happened, when, and what outcome you're looking for:

• Email: hello@getbacking.co.uk
• Phone: 020 7946 0958
• Post: Get Backing Ltd, 1 Placeholder Street, London, EC1A 1AA

What happens next

• We'll acknowledge your complaint promptly, and aim to do so within 3 working days.
• We'll investigate the details and aim to provide a full written response within 14 working days. If a complaint is more complex, we'll tell you and give a revised timeframe.
• Our response will explain our findings and, where appropriate, what we'll do to put things right.

Regulatory status and external escalation

Get Backing arranges unregulated commercial finance for business purposes (see our Terms of Business), so this activity does not fall under Financial Conduct Authority regulation and complaints about it are not eligible for referral to the Financial Ombudsman Service in the way a complaint about a regulated mortgage would be. [Placeholder — to be confirmed with a solicitor: what, if any, external or alternative dispute resolution route applies to complaints about this business, and whether that needs to be named here.] Until that's confirmed, please raise any complaint with us directly using the details above and we will do our best to resolve it fairly and promptly.