# Making a complaint

We want to understand what's gone wrong. To address your questions about how to raise a complaint, and our procedures, please find more information below.

## How to Make a Complaint

#### By email

The quickest and easiest way to make a complaint is via email. Please contact the complaints team directly at [complaints@fundingcircle.com](mailto:complaints@fundingcircle.com)

To help us resolve your complaint as quickly as possible, please include as much information as possible:

- Your name and contact details
- Details of your complaint
- What you would like us to do to resolve your complaint

#### By phone

You can speak to the complaints team directly on [020 3467 6602](tel:02034676602)

#### By post

You can write to us at:

The Complaints Team  
Funding Circle  
71 Queen Victoria Street  
London  
EC4V 4AY

## How we’ll handle your complaint

We value your business and want you to be entirely satisfied with the service you receive, all complaints are taken very seriously. It’s important we properly understand what’s gone wrong, therefore we might call you for further details.

If you’re satisfied that we’ve resolved your complaint within three working days of receiving your complaint, we’ll send you a ‘summary resolution communication.

If we can’t resolve the complaint within three working days, we’ll send you a ‘final response letter’ via email. This will set out the details of our investigation, alongside the outcome.

#### How long the process will take?

We try to resolve all complaints as quickly as possible, but some complaints may take longer than others. The Financial Conduct Authority provides us with 8 weeks to try to resolve your complaint, and to send you a response.

We aim to send the final response within 10 working days after receiving your complaint. If we expect the process to take longer than that, we’ll update you via email.

## What to do if you’re unhappy with the outcome

In the first instance, please let us know if you are unhappy with our response to your complaint. However, you may be able to refer your complaint to the Financial Ombudsman Service, it’s free and independent. If you’d like to refer your complaint, you’ll need to do so within six months of receiving your final response letter or summary resolution letter.

You can contact the Financial Ombudsman Service at:

Financial Ombudsman Service  
Exchange Tower  
London  
E14 9SR  
Telephone: [0800 023 4567](tel:0800 023 4567)  
Email: [complaint.info@financial-ombudsman.org.uk](mailto:complaint.info@financial-ombudsman.org.uk)  
Website: [www.financial-ombudsman.org.uk](http://www.financial-ombudsman.org.uk/)

If you remain dissatisfied after this, please read our official complaints procedure, which you can [find here](https://eu-assets.contentstack.com/v3/assets/blt2f74ddf286d39f81/bltbf3d293e8ef599e3/6899af528df3908ba94f13df/Funding_Circle_Complaint_Procedure.pdf).

## Complaints data

As part of our commitment to be transparent to our customers and complying with FCA requirements we have made our complaints data available below:

Firm name: Funding Circle Limited  
Group (if applicable):-  
Other firms included in this report (If any):-  
Period covered in this report: 01/07/2025 - 31/12/2025  
Brands/trading names covered: Funding Circle