Complaints Procedure
If something has gone wrong, we would rather hear it directly and put it right. This page explains how to raise a concern and what happens next.
How to raise a complaint
Email info@hbicapital.co.uk marking your message “Complaint”, or write to us at HBI Capital Limited, The Oaks, Kem Mill Lane, Whittle-le-Woods, Chorley, PR6 7DZ. You are also welcome to call and raise it verbally. We will confirm it in writing.
It helps if you can tell us your name and firm, the loan or enquiry reference if there is one, what happened, and what you would like us to do about it.
What happens next
Every complaint is handled by a director, not passed to a department. Our timescales are:
- We acknowledge your complaint within three business days
- We investigate and aim to give you a full written response within 20 business days
- If we need longer, we will tell you why and give you a revised date
Our response
We will set out what we found, whether we uphold the complaint, and what we propose to do. If we got something wrong, we will say so and explain how we will fix it and prevent a repeat.
If you are still unhappy
If our response does not resolve matters, write back to us and a second director will review the case independently.
HBI Capital lends to businesses through intermediaries and is not authorised by the Financial Conduct Authority, so complaints are not eligible for referral to the Financial Ombudsman Service. You retain your ordinary legal rights, and you may wish to take independent legal advice.
Learning from complaints
We keep a record of every complaint and review them collectively. For a lender our size, that feedback is the most direct way we improve how we work with brokers.
Question about any of this?
Email the team and a principal will come back to you directly.