Support

Complaints Policy

Last updated: 26 August 2026

1. Our commitment

We want every business that uses Lending Link to have a straightforward, fair experience. If something has gone wrong, please tell us — we take complaints seriously and will investigate promptly.

2. How to complain

Please send your complaint in writing, with as much detail as possible (your name, business name, and the date of your enquiry):

• Email: complaints@lendinglink.co.uk
• Post: [registered office address]

3. What happens next

• We will acknowledge your complaint within 5 business days of receiving it.
• A member of our team will investigate and aim to provide a full written response within 8 weeks.
• If we need more time, we will write to explain why and tell you when to expect a final response.

4. If we cannot resolve it

Lending Link is not currently authorised by the Financial Conduct Authority, and the Financial Ombudsman Service's jurisdiction generally covers regulated firms and their customers. This means the Financial Ombudsman may not be able to consider a complaint about our introducer service itself.

However:

• If your complaint is about a funding partner (a lender or broker) and concerns a regulated credit agreement, you may have the right to refer it to that partner's complaints process and, if unresolved, to the Financial Ombudsman Service (0300 123 9123).
• If your complaint is about our handling of your personal data, you have the right to complain to the Information Commissioner's Office (0303 123 1113).
• For other unresolved disputes, we are willing to consider alternative dispute resolution through a recognised provider.

5. Our regulator status

Because introducing businesses to lenders can amount to a regulated activity, we are reviewing whether FCA authorisation or an applicable exemption is required for our service. These arrangements will be updated if and when our regulatory status changes.

6. Contact

For anything not covered above, email complaints@lendinglink.co.uk.