FOS isn't an option — but these routes are.

1 The Lender's Internal Complaints Process

Write to GC Business Finance's complaints team clearly stating:

Complaints email: businessfinance@growthco.uk

Complaints policy: businessfinance.growthco.uk/complaints-policy — note: this policy references FOS for all products; see The FOS Gap for why that may not apply to your Start Up Loan.

• What happened, with dates and details
• What you believe went wrong and why
• What outcome you are seeking (e.g. removal of default, apology, compensation)

They have 8 weeks to issue a Final Response Letter. Keep copies of everything.

2 Small Claims Court

If your lender has caused you demonstrable harm through process failures, you may be able to bring a claim in the small claims court. This route does not require a solicitor and costs are relatively low.

Small claims is particularly relevant where you can demonstrate:

• A direct financial loss caused by the lender's error
• Documented harm — including mental health impact — resulting from their actions
• A default applied without following correct process
• Career risk or job loss resulting from an incorrectly applied default

You can start a small claims claim at gov.uk/make-court-claim-for-money. Consider consulting Citizens Advice before proceeding.

3 FCA Oversight Complaint

While FOS cannot rule on your individual case, you can make a regulatory complaint directly to the Financial Conduct Authority about a firm's conduct.

The FCA does not resolve individual disputes, but they do take action when they identify patterns of poor practice. A well-evidenced complaint about:

• Vulnerable customer failures
• Systematic misinformation about FOS coverage
• Communication failures and process breaches

…contributes to the regulatory picture and can trigger wider scrutiny of a firm's practices.

4 Your MP

Your Member of Parliament can:

• Write formally to the firm on your behalf — which carries significant weight
• Raise your concerns with the British Business Bank, which oversees the Start Up Loans programme
• In appropriate cases, table a parliamentary question about systemic issues within the programme

Contact your MP via writetothem.com. Explain your situation clearly and ask them to make representations on your behalf. MPs deal with many constituents so a clear, concise letter with the key facts is more effective than a lengthy account.

5 Your MS — Welsh Borrowers

If you are based in Wales, your Member of the Senedd (MS) can raise concerns about the delivery of the Start Up Loans programme and its impact on Welsh borrowers through the Senedd.

Several Welsh MS members have active remits in small business and economic development. This is a route worth pursuing alongside Westminster escalation for Welsh borrowers.

Find your MS at senedd.wales.

6 Subject Access Request

Before pursuing any of the above routes, submit a Subject Access Request to your lender. The information it returns — vulnerability records, communication logs, internal notes — is the foundation of any effective challenge.

A SAR is free, takes effect immediately on submission, and must be responded to within 30 days.

See Know Your Rights for full details on how to submit one →