Complaints Policy

The Start-up Loans post loan support service is delivered by Newable Trade (London) Ltd (in partnership with UMi Commercial Ltd) on behalf of the British Business Bank.

Newable and UMi are committed to delivering a professional, high-quality service to all customers, clients and staff. However, there may be occasions when the level of service received falls below expectations or where individuals, partners or stakeholders make suggestions on how we can improve. 

If you have any suggestions or improvements on the delivery of this service, or complaints related to the service you received for the Post Loan Support please submit your comments in writing to [email protected]. 

We commit to acknowledging any complaints within 3 working days of receipt.  This will be followed by a full investigation into the comments or issued raised with a formal response within 10 working days of acknowledgement.