Complaints Procedure

How to get in contact:

Phone: 0117 462 3007

In writing: Blythe Valley Innovation Centre, Central Boulevard, Blythe Valley Park, Solihull B90 8AJ

FS4U Ltd t/a Crystal Business Finance – SW is an Appointed Representative of Crystal Business Finance Ltd (CBFL) who is authorised and regulated by the Financial Conduct Authority under FRN653671. If you complain to us, we will immediately refer your complaint to CBFL who will investigate your complaint and respond to you.

CBFL will acknowledge receipt of your complaint promptly and where possible, provide a written summary of their findings and conclusion by the close of three business days following receipt. If your complaint cannot be resolved within 3 business days, CBFL will ensure that you are regularly kept informed of progress with regards to the investigation.

If CBFL is unable to complete their investigation within four weeks of receipt of the complaint, you will be advised;
1. The reason for the delay
2. When CBFL anticipates being able to make further contact. (This must be within 8 weeks of receipt of the complaint).

CBFL will endeavour to send you a final decision letter within 8 weeks of your complaint. If CBFL are unable to complete our investigations within 8 weeks, you will be sent confirmation of this in writing along with an explanation as to why CBFL have been unable to complete their investigations within this timescale. CBFL will confirm when you can next expect contact from them.
At this stage, you may be entitled to refer your complaint to the Financial Ombudsman Service.

Also, if you have received CBFL’s final decision letter and are not satisfied with the response you may refer your complaint directly to:

The Financial Ombudsman Service
They are open: Monday to Friday – 8am to 8pm
Saturday – 9am to 1pm
• 0800 023 4567
calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone
• 0300 123 9 123
calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs

These numbers may not be available from outside the UK – so please use this number when calling from abroad: +44 20 7964 0500.
www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
In writing: The Financial Ombudsman Service, Exchange Tower, London E14 9R