Complaints

We want every client to be treated fairly. If you are unhappy with any part of our service, please tell us so we can put it right.

How to complain

You can complain by email, by phone or in writing.

Please give your name, your business name, how we can contact you, what went wrong and what you would like us to do. If you need help making a complaint, or need us to communicate in a different way, let us know.

What happens next

We will acknowledge your complaint promptly and tell you who is looking into it. We will investigate fairly, keep you updated and aim to resolve it as quickly as we can.

If we resolve your complaint within three business days of receiving it, we will confirm the outcome in writing. Otherwise, we will send you our final response in writing within eight weeks of receiving your complaint. If we cannot do so, we will write to explain why and when we expect to respond, and tell you about your right to go to the Financial Ombudsman Service.

The Financial Ombudsman Service

If you are not happy with our final response, or eight weeks have passed since you complained and you have not had one, you may be able to refer your complaint to the Financial Ombudsman Service. It is independent and its service is available to many smaller businesses, sole traders and partnerships. Whether your business is eligible depends on its size, and the Ombudsman can confirm this.

You normally need to refer your complaint within six months of the date of our final response.

Who regulates us

Kyma Business Finance is a trading style of Smart Funding Solutions Limited (FRN 972740), an Appointed Representative of White Rose Finance Group Ltd (FRN 630772), who are directly authorised by the Financial Conduct Authority. White Rose Finance Group Ltd is responsible for us under the Financial Conduct Authority's rules.

Complaints about a lender's own decision or service should go to the lender first. If you are not sure who to contact, tell us and we will help.