Complaints Policy
OFFLEND PARTNERS LTD (Co. No. 16810082) · Last updated: May 2026
💬 We take every complaint seriously
If you are unhappy with any aspect of our service, please follow the process below. We aim to resolve all complaints fairly, promptly and in full compliance with our obligations as a registered credit broker and introducer.
Step 1 — Contact OFFLEND Directly
Please raise your complaint with OFFLEND PARTNERS LTD in the first instance:
Our handling timescales
- Within 3 business days: We will acknowledge your complaint in writing
- Within 4 weeks: We will provide a substantive written response or explain why we need more time
- Within 8 weeks: We will issue our final written response (Final Response Letter)
Step 2 — Complaints About Your Finance Product or Adviser
OFFLEND is an introducer. We do not provide lending or regulated mortgage advice ourselves. If your complaint concerns a finance product, lending decision, interest rate, mortgage advice, or the conduct of the specialist who handled your case, your complaint should be directed to that FCA-regulated specialist directly.
Business Finance (FCA Regulated Lender — FRN 723010)
If your complaint relates to a business loan introduced by OFFLEND, please contact the lender directly using the contact details provided in your loan agreement. The lender is independently FCA-authorised (FRN 723010) and maintains its own complaints procedure.
Residential Mortgage Advice (FCA Regulated Adviser — FRN 766509)
If your complaint concerns residential mortgage advice, please contact the FCA-regulated mortgage adviser (FRN 766509) directly. As an independently authorised firm, they are required to maintain a formal complaints procedure under FCA DISP rules.
Step 3 — Financial Ombudsman Service (FOS)
If you remain dissatisfied after receiving our Final Response Letter (or if 8 weeks have passed without a final response), you have the right to refer your complaint to the Financial Ombudsman Service (FOS) — free of charge.
The FOS can consider complaints relating to activities carried out by FCA-regulated firms. Please note: as OFFLEND is currently a registered introducer (not directly FCA authorised), certain complaints may need to be directed to the relevant FCA-regulated partner firm for FOS referral purposes. We will clarify this in our final response letter.
Data & Privacy Complaints
If your complaint relates to how we have handled your personal data, you have the right to lodge a complaint directly with the Information Commissioner's Office (ICO):