Last updated: July 2026
The UK Finance Group is committed to providing a high standard of service. If you are not satisfied with any aspect of our service, we want to hear from you. This page explains how to make a complaint and how we will handle it.
How to Make a Complaint
You can make a complaint by any of the following methods:
- By email: enquiries@ukfinance.co.uk
- By phone: 0203 637 6616
- By post: The UK Finance Group, 193a Ashley Road, Hale, Altrincham, Cheshire, WA15 9SQ
Please provide your name, contact details, a clear description of your complaint, and any relevant reference numbers.
What Happens Next
Our complaints handling process follows these stages:
- Acknowledgement: We will acknowledge your complaint within 5 working days of receipt.
- Investigation: Your complaint will be investigated by a senior member of our team who was not directly involved in the matter.
- Resolution: We aim to resolve complaints within 4 weeks of receipt. Where this is not possible, we will write to you explaining the reasons for the delay and indicate when you can expect a final response.
- Final Response: We will provide a final written response setting out our findings and any proposed resolution. Where applicable, this will include your right to refer the matter to the Financial Ombudsman Service.
Financial Ombudsman Service
If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent service for resolving disputes between consumers and financial services firms.
Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
Regulatory Reference
The UK Finance Group is a trading name of HMB Finance Group Ltd, which is authorised and regulated by the Financial Conduct Authority. FCA Firm Reference Number: 752970.
Our Commitment
We take all complaints seriously and use them as an opportunity to improve our services. We will treat your complaint fairly, promptly and with respect for your privacy and confidentiality.