Last updated: January 2026
We aim to provide a high standard of service at all times. However, we recognise that from time to time things may not go as expected. This Complaints Procedure explains how you can raise a concern, how we will investigate it, and what steps are available if you are not satisfied with the outcome.
We are committed to handling all complaints fairly, transparently, and in line with the principles of Treating Customers Fairly. All complaints will be investigated competently, diligently, and impartially, with all relevant factors taken into account.
How can I make a complaint?
If you wish to make a complaint, you can contact us using one of the following methods:
Email:
hello@merchantcashadvance.co.uk
Telephone:
01494 410125
Monday to Friday, 9:00am to 5:00pm
Post:
Choice Money Ltd
Unit C1C Comet Studios
De Havilland Court
Penn Street
Amersham
HP7 0PX
United Kingdom
Complaints may be made by you directly or by a representative acting on your behalf.
What information should you provide?
To help us investigate your complaint as efficiently as possible, please provide the following information:
- Your full name
- Business name (if applicable)
- Contact details (email address and telephone number)
- A clear description of your complaint
- Any relevant supporting information or documentation
If your complaint relates to a finance provider or third party we have introduced you to, we may need to share relevant details with that party in order to investigate the issue properly. We will confirm this to you in writing where applicable.
What happens when we receive your complaint?
Once we receive your complaint:
- We will acknowledge receipt in writing within three business days
- Your complaint will be reviewed by an appropriate member of our team
- We will investigate the matter fairly, consistently, and promptly
If we require further information from you, we will contact you as soon as possible.
How long will it take to resolve my complaint?
We aim to resolve complaints as quickly as possible. In some cases, the matter may be resolved immediately. Where further investigation is required:
- We will provide you with an update on the progress of your complaint within four weeks of receipt
- We will issue a final response in writing within eight weeks of receiving your complaint
Our final response will explain the outcome of our investigation and any actions we have taken.
If you confirm that you are satisfied with the outcome, the complaint will be considered closed. If we do not receive further correspondence from you within eight weeks of our final response, the complaint may also be treated as closed.
What if I am not satisfied with the outcome?
If you are not satisfied with our final response, or if we have not provided a final response within eight weeks, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS), where applicable.
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone:
0800 023 4567 or 0300 123 9123
Email:
complaint.info@financial-ombudsman.org.uk
Website:
https://www.financial-ombudsman.org.uk
You must contact the Financial Ombudsman Service within six months of the date of our final response letter.
Please note that the availability of the Financial Ombudsman Service depends on the nature of the complaint and whether the activity in question is regulated.
Data protection complaints
If your complaint relates specifically to how we have handled your personal data, you also have the right to contact the Information Commissioner’s Office (ICO).
Further information is available at:
https://ico.org.uk
Our commitment
We take all complaints seriously and use feedback to help improve our services and processes. Raising a complaint will not affect how we treat you or any future enquiries you may make.