Handling complaints

Our policy:

We are committed to providing a high-quality service to all our clients and take complaints very seriously. We deal with complaints in a positive and proactive way to help ensure high standards. Suggestions about how we can improve the way we work help to shape our business.

Our Procedure:

You can contact us by the following methods:

Telephone on 01453 758365

Write to us at Catalyst Business Finance, Palace Chambers, 41 London Road, Stroud, Gloucestershire. GL5 2AJ

On receiving your complaint:

We will log your complaint onto our system and immediately look into resolving the problem by close of business the following working day if it cannot be resolved there and then.

If we cannot resolve your complaint by close of business the following working day, we will send you a letter within five working days of receiving your complaint to let you know the name of the person dealing with your complaint, how we are investigating it and the timescales for this.

We will then undertake an investigation of your complaint and send you a letter detailing the outcomes and any actions we deem necessary. We aim to complete our investigations within four weeks of receipt.

If a more detailed investigation is required, we will contact you with an update and the expected timescales.

If, after four weeks, we have been unable to resolve your complaint we will write to you explaining why and advise you of your options.

If we have to change any of the above timescales, we will let you know and explain why we have had to do this.