Complaint Procedure

At Ultimate Finance we do our utmost to provide each customer with service that is unfailingly fair, swift and courteous. However, if you feel that we have failed in this regard and you would like to make a complaint, we will address the issues promptly, effectively and in a positive manner.

Should you be dissatisfied with our service and wish to make a formal complaint, please email the Group Complaints Officer at UFG-Complaints-DG@ultimatefinance.co.uk. Complaints must be submitted by an officer of the business (such as a director or proprietor) or a guarantor.

Within 1 working day we will contact you to confirm that we have received your complaint. We will investigate your complaint promptly and do our utmost to provide you with a final response within one week. If we are unable to do this for any reason, we will update you on progress at regular intervals thereafter.

If we are unable to resolve your complaint within 12 weeks we will provide you with a final response and details of how to escalate it further with the appropriate regulatory body. Please note that you must refer your complaint within 6 months of the date on our final response.

You also have the right to lodge a complaint with a supervisory authority. The supervisory authority in the UK is the Information Commissioner’s Office whose contact details can be found on the website: https://ico.org.uk.