Commercial mortgages
Commercial@positivelending.co.uk 0333 121 0050

Our complaints process

If something is not right, tell us. Here is exactly how complaints are handled and escalated.

Tell us if something is not right

We want you to tell us if you feel we have not provided the service you expected. We treat every complaint seriously, work to resolve issues quickly, and use what we learn to improve our service. You can complain by phone, by email, or in writing to:

Positive Lending (UK) Limited
Positive House, GP Centre
Yeoman Road, Ringwood
Hampshire BH24 3FF
Phone: 0333 121 0050 · Email: Commercial@positivelending.co.uk

What happens next

We adhere to the dispute-resolution rules and guidance issued by the Financial Conduct Authority. We will contact you to discuss your complaint and agree a resolution; if we can resolve it within three working days, we will confirm in writing what has been agreed. More complex issues may need longer to investigate, in which case we will formally acknowledge receipt of your complaint and our understanding of the concerns raised, keep you updated, and provide a final response.

If you remain unhappy

If you are not satisfied with our decision you can refer your complaint to the Financial Ombudsman Service (FOS), free of charge: by phone on 0800 023 4567, online at financial-ombudsman.org.uk, or by post to Financial Ombudsman Service, Exchange Tower, London E14 9SR. Please note that the FOS will not consider your complaint until you have first given us the opportunity to investigate and respond. Also be aware that most commercial lending is unregulated, so FOS eligibility can depend on the nature of the borrowing and the borrower.

Your property may be repossessed or a receiver appointed if you do not keep up repayments on a mortgage or any other debt secured on it. This service is provided direct to consumers and covers commercial mortgages only. Positive Lending is a broker, not a lender. Commercial mortgages and certain buy-to-let mortgages are not regulated by the Financial Conduct Authority (FCA). As a result, they do not provide the same level of consumer protection as regulated mortgage products and should only be considered for business or investment purposes. The rates, fees and monthly figures shown are indicative estimates for comparison, not offers of finance, quotes or guarantees of what any lender will provide; your actual terms depend on a full assessment by the lender. This tool is for information only and does not provide financial, mortgage, tax or legal advice; always speak to a qualified adviser before making a decision.