How to make a commercial complaint

If you believe that a member of the FLA has failed to meet the standards of our Business Finance Code, we offer a complaints service. To raise a complaint, please complete our Business Finance Code Complaints form, available at the bottom of this page.

Once we receive your form, we will send you an acknowledgement. We will ask our member to review your complaint and to notify you of their response. We will monitor their progress in reviewing your complaint and we will check that their response to you meets the requirements of the Code. We cannot award compensation. The FLA also offers an independent mediation scheme for exceptional complaints.

In the event of continued or repeated non-compliance, the FLA will take action, including a warning or expulsion from FLA membership.

In order for us to consider your complaint you must have reached the end of the complaints process with the funder, and there must be no ongoing legal action relating to the complaint. Please note we will not consider complaints where the Financial Ombudsman Service (FOS) has made a determination.

Send your complaint to:  business.finance@fla.org.uk.

Please note as a result of the ongoing Covid-19 restrictions we are currently unable to receive complaints via post. Please send complaints to the email address above. If you have posted a complaint and we have not acknowledged receipt, please re-send this via email. Please note due to Covid-19 our usual response timescales may be a little longer than normal. We will endeavour to consider your complaint as soon as we can.

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