Our customer commitments
The standards you can expect from us.
Our commitments
- We explain each offer in plain language, including the rate, fees, security and any guarantee
- We show the full cost before you commit
- We never pressure you to accept an offer
- We tell you how we are paid: lenders pay us commission, and we charge your company no fee
- We only put forward applications that appear to meet the lender's published criteria
- We point out personal guarantees and recommend legal advice
- We handle complaints promptly and fairly
- We protect your data in line with GDPR
Our customer commitments: FAQs
Will you tell me if finance isn’t right for my company?
Yes. If borrowing does not look affordable, or our panel cannot help with what your company needs, we will say so plainly. Where we can, we point you to other routes, such as your own bank, the SBCI scheme’s participating lenders or your Local Enterprise Office.
Will you pressure me to accept an offer?
No. You are never obliged to accept an offer, and we will never rush you to sign. Take the time you need to read the lender’s terms and get advice. If an offer has an expiry date, we will tell you so you can plan.
Will I see all the costs before I commit?
Yes. Before you commit, we show you the rate, fees, security, any personal guarantee and the total amount repayable as set out in the lender’s offer. We do not charge your company a fee. We never ask for payment upfront.
What if you get something wrong?
Tell us and we will put it right as quickly as we can. You can raise a formal complaint by email, phone or post; we acknowledge it within 5 business days and aim to give a final response within 40 business days. Our complaints procedure has the details.
How do you protect my data?
We handle personal data in line with the GDPR and the Data Protection Act 2018. Access to client records is restricted, our providers work under written contracts, and we share your details only with lenders on our panel that receive your company’s application. Our privacy notice explains where data is stored and for how long.
Do you warn me about personal guarantees?
Yes. Many lenders ask directors for a personal guarantee, which can make you personally liable if your company cannot repay. We point it out in every offer that includes one, and recommend you take independent legal advice before signing. Under the SBCI Growth and Sustainability Loan Scheme, loans up to €500,000 generally need none, subject to certain exceptions.
How we work