Complaints

Our commitment

We aim to give every business a fast, fair and straightforward experience. If we get something wrong, we want to know so we can put it right and learn from it.

This page explains how to complain to Acceptance Finance (a trading name of Tudor Lodge Digital Ltd, company number 10437769) and what you can expect from us. Making a complaint is free.

How to complain

You can complain in whatever way suits you:

To help us look into it quickly, please tell us:

• your name, business name and the best way to contact you;
• your application or reference number, if you have one;
• what went wrong and when;
• what you would like us to do to put things right;
• copies of any relevant documents or emails.

If you need any support to make your complaint — for example, information in a different format or help because of your circumstances — just let us know.

What happens next

1. We try to resolve it quicklyIf we can resolve your complaint to your satisfaction by the end of the third business day after we receive it, we will confirm this in writing and let you know that you can come back to us if you later feel it hasn’t been resolved.
2. We acknowledge itIf it takes longer, we will acknowledge your complaint in writing within 5 business days, tell you who is handling it and how to reach them.
3. We investigateSomeone not involved in the original issue will review what happened, look at our records and, where relevant, speak to our lending partners. We will keep you updated.
4. We give you our final responseWithin 8 weeks of receiving your complaint, we will send you a final response explaining our findings and any action we will take — or, if we need more time, a letter explaining why and when we expect to respond.

Complaints about a lender

We are a credit broker, not a lender. If your complaint is about a lender’s decision, its loan terms, repayments or how it manages your account, it will usually need to be dealt with by that lender.

If you send it to us, we will pass it to the lender promptly, let you know we have done so, and give you their contact details. If the complaint is partly about us and partly about the lender, we will deal with our part and forward the rest.

If you’re still not happy

If you are not satisfied with our final response, please reply to let us know why. A senior manager who has not been involved in your complaint will review it and our decision, and write to you with the outcome.

If your complaint relates to a lender’s decision or your loan agreement, you can also use the lender’s own complaints process. The lender will explain any further options available to you, including any independent dispute resolution service it belongs to.

You may also wish to seek independent advice. Free, confidential support for businesses is available from Business Debtline.

Complaints about your data

If your complaint is about how we use your personal data, you can also contact the Information Commissioner’s Office. See our Privacy policy for details.

How we learn from complaints

We record and review every complaint to spot patterns and improve our service, our website and the way we work with lending partners.