Brynshaw Finance Limited
Effective from: 9 September 2026
Brynshaw Finance Limited aims to provide a professional, clear and responsive service. If you are dissatisfied with something we have done, or believe we have failed to meet a reasonable standard, we want to know so that we can investigate and put matters right where appropriate.
There is no charge for making a complaint, and raising a complaint will not affect the way we treat you or any current enquiry.
This procedure applies to complaints about services provided directly by Brynshaw Finance, including our communication, administration, brokerage or introduction activity, handling of information and conduct of our staff or representatives.
Brynshaw Finance Limited is not authorised or regulated by the Financial Conduct Authority and is not an Appointed Representative of an FCA-authorised firm. We therefore do not represent that complaints about Brynshaw Finance are eligible for referral to the Financial Ombudsman Service.
Where a complaint concerns a product or service supplied by a lender, finance provider, foreign exchange provider, payment provider or other third party, that organisation may have its own regulated complaints procedure and may have separate escalation arrangements. We will help identify the appropriate organisation where reasonably possible.
You can complain by email, telephone or post. Please provide your name, business name, contact details and a clear description of what has happened and what outcome you are seeking.
Registered office
8 Welbourn Close, Sleaford, NG34 7WT
kyle.allison@brynshawfinance.com
Telephone
+44 7306 063787
Website
1. We will record the complaint and acknowledge it as soon as reasonably practicable, normally within five business days.
2. We will review relevant correspondence, records and information and may contact you if we need clarification or supporting documents.
3. We will consider the complaint fairly and objectively, including whether our actions, communication or processes were reasonable in the circumstances.
4. We aim to provide a final written response within 20 business days. If a matter is unusually complex or depends on information from a third party, we will explain the reason for any delay and keep you informed.
5. Our final response will summarise the complaint, explain our findings and state any action or remedy we propose.
Depending on the circumstances, we may:
· provide an explanation or clarification;
· correct an administrative or factual error;
· apologise where service has fallen below the standard we expect;
· take reasonable remedial action;
· review or improve an internal process;
· refer the matter to the relevant third-party provider; or
· explain why we do not uphold the complaint.
If your complaint relates wholly or partly to a lender, finance provider, FX provider, payment provider or other third party, we may ask for your permission to forward the complaint or provide you with the provider's complaint details. Any rights to refer that complaint to a regulator, ombudsman or alternative dispute-resolution body will depend on the provider, the product or service and your eligibility under the relevant scheme.
If your complaint concerns the way Brynshaw Finance has handled your personal information, we will investigate it under this procedure and our Privacy Policy. You also have the right to complain to the Information Commissioner's Office at www.ico.org.uk or by telephone on 0303 123 1113.
We will handle complaints confidentially and only share information where necessary to investigate or resolve the matter, obtain professional advice, meet a legal obligation or liaise with a relevant provider. Complaint records will be retained in accordance with our Privacy Policy and internal retention requirements.
We may update this procedure from time to time to reflect changes in our services, business arrangements or legal requirements. The latest version will be made available on our website.