Complaints Notice

We always aim to deliver exceptional service. But if something hasn’t gone quite right, we want to hear from you. Giving us your feedback helps us improve, and more importantly, give us the chance to make things right for you.

1.How to register a complaint

Please contact our Complaints Team by email: complaints@youlend.com.

To help us investigate and resolve your complaint efficiently, please include the following in your message:

·      Your full name and contact details

·      Business name (if applicable)

·      A clear description of the issue

·      When it happened

·      Any relevant documentation

2.What happens next

We’ll normally be in touch within 1 business day to try to resolve your complaint. For more complex issues, we may need more time to investigate. In this case we will call or write to you to let you know we have received your complaint, and keep you updated on our progress.

In the majority of cases, we will be able to resolve your complaint within 3 to 15 business days. In rare cases where further time is needed beyond 15 business days, we’ll let you know and aim to respond in full no later than 35 business days from receiving your complaint.

Our resolution will:

-         Acknowledge the concerns within the original complaint;

-         Outline the findings of the investigation; and

-         Outline the proposed resolution (if applicable).

3.If you're not satisfied with our response

If you've gone through our complaints process and still aren’t happy, you may be able to refer your case externally.

If you’re in the UK

You can escalate your complaint to the UK Financial Ombudsman Service. This must be done within 6 months of our final response.

Website: www.financial-ombudsman.org.uk

Phone: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Post:
Financial Ombudsman Service
Exchange Tower
London, E14 9SR

Please note that you will only be able to refer complaints to the Financial Ombudsman Service about payment services - this means the settlement accounts for merchants that are operated and controlled by YouLend where funds can be sent by sales processors or card processors for the purpose of repaying the merchant financing. Merchant financing is not regulated by the Financial Conduct Authority and so the Financial Ombudsman Service will be unable to consider any complaints related to your merchant financing agreement.