Your feedback

Office Individual 20

At BFS we take pride in building strong relationships and we are committed to supporting our clients, working in an open and accountable way.

We take all feedback seriously by listening and responding to your views and we endeavour to continuously improve our service.

We recognise that sometimes things don’t go to plan, but we’re committed to working with you to resolve any challenges you may face. Equally, we’d love to hear from you if we’ve gone over and above in supporting your business, which is what we continuously strive to do.

Share your feedback

You can share your feedback by:

  • calling or emailing your dedicated relationship contact in the first instance
  • detailing your feedback in writing to the Client Experience Team

We respond to all feedback within 4 hours and endeavour to resolve complaints within 2 working days.

Office Individual 21

Next Steps

Once we have received your feedback we will:

  • Work with you to find a resolution we agree on and communicate clearly with you to keep you informed throughout the process
  • Investigate your feedback fully and discuss with you a proposed solution
  • Implement agreed changes immediately once we have reached a resolution

We promise to learn from all feedback to improve our client experience and we may contact through our Client Experience Team.

Office Individual 28

Further support

In addition to our feedback commitment, the UK Finance Code of Conduct is complemented by an independent complaints procedure which is arbitrated and managed by CEDR Services.

If we are unable to come to a mutual agreement we will refer you to UK Finance in accordance with this Code of Conduct.