These templates cover the main letters you may need to send when challenging a default, making a formal complaint, or escalating your case. Replace all text in [square brackets] with your own details before sending.
Before sending any letter: Read it carefully and personalise every section. These templates are starting points — your specific facts, dates, and circumstances should be woven throughout. A letter that reflects your actual situation is always more effective than a generic template. Keep a copy of everything you send, and send by email where possible to create a dated record.
[Your full name] [Your address] [Your email address] [Date] The Data Protection Officer GC Business Finance [Their address / email address] Dear Sir or Madam, SUBJECT ACCESS REQUEST — [Your full name] — Loan reference [if known] I am writing to exercise my right under Article 15 of the UK General Data Protection Regulation (UK GDPR) to obtain a copy of all personal data you hold about me. Please provide all personal data relating to me, including but not limited to: 1. All account records, statements, and loan documentation 2. All internal notes, flags, and records relating to my account, including communications between staff members 3. All records of contact attempts made to me — by telephone, email, post, or any other method — including dates, times, methods used, and outcomes 4. All records relating to any vulnerability flags, mental health disclosures, or reasonable adjustment requests on my account, and how these were acted upon 5. All records relating to arrears, forbearance processes, payment plans, or collections activity 6. All records relating to any default notice issued, including the date of issue and the method of delivery 7. All records of information shared with third parties, including credit reference agencies, and the dates on which such information was shared 8. All complaints-related records, including any internal review notes 9. Any records relating to a remediation project or cohort review that includes my account I understand you have one calendar month from receipt of this request to provide the information requested, and that this service is provided free of charge. Please confirm receipt of this request by return, and provide a reference number for my records. Yours faithfully, [Your full name]
[Your full name] [Your address] [Your email address] [Date] Complaints Team GC Business Finance businessfinance@growthco.uk Dear Sir or Madam, FORMAL COMPLAINT — [Your full name] — Loan reference [if known] I am writing to make a formal complaint about the handling of my Start Up Loan account. I took out a Start Up Loan on [date], with a loan reference of [reference if known]. WHAT HAPPENED [Set out the key facts in chronological order. For example:] I received little or no contact from GC Business Finance from approximately [date] onwards. During this period, I did not receive arrears letters, payment reminders, or any communication about the status of my account. On [date], I received a default notice / discovered a default on my credit file without having received prior warning. [If you disclosed vulnerability, add:] I previously disclosed to [GC Business Finance / the Start Up Loans Company] that I have [brief description of condition or circumstance]. I asked for [any adjustments requested]. This does not appear to have been recorded or acted upon. WHAT I BELIEVE WENT WRONG I believe the following failures occurred: - Failure to maintain reasonable contact with me during the period [dates], contrary to your own arrears and forbearance procedures - Failure to issue a formal default notice in accordance with [the Consumer Credit Act / your regulatory obligations] before registering a default on my credit file [Add as applicable:] - Failure to identify and appropriately record and act on my vulnerability, contrary to the FCA's Consumer Duty requirements - Misleading information about the availability of Financial Ombudsman Service redress for this product WHAT I AM SEEKING I am asking you to: 1. [State what you want — e.g.: Remove the default from my credit file / Provide a full account history showing all contact attempts / Acknowledge the failures in how my account was managed / Provide compensation for the harm caused] I understand you have 8 weeks from the date of this letter to issue a Final Response. I would be grateful for written acknowledgement of this complaint within 5 working days. Yours faithfully, [Your full name] Enc: [List any documents you are enclosing — e.g. credit report screenshot, copy of default notice]
[Your full name] [Your address] [Your email address] [Date] Customer Services / Complaints Start Up Loans Company / British Business Bank [Address] Dear Sir or Madam, COMPLAINT — Start Up Loans Programme — Borrower Protection and Redress Gap I am writing to raise a concern about the Start Up Loans programme and the information provided to borrowers regarding their consumer protections. I took out a Start Up Loan on [date], delivered by [GC Business Finance / name of delivery partner]. At no point during the application process, or in the documentation provided, was I clearly informed that this loan would not be eligible for Financial Ombudsman Service review. [If applicable:] I was informed / the documentation suggested / I was left to assume that standard consumer protections would apply to this loan. I have since learned that FOS jurisdiction under DISP rules may not extend to loans taken in a personal name for wholly or predominantly business purposes. This appears to represent a systemic gap in the information provided to borrowers about the nature of the product they are taking out. Borrowers who assume they have the same protection as any personal loan customer may not complain, challenge decisions, or seek redress in a timely way — because they do not know they need to. I am asking: 1. What steps does the Start Up Loans Company take to ensure borrowers understand the limits of their access to independent redress? 2. What oversight do you exercise over delivery partners' handling of complaints and defaults? 3. [If applicable:] What is the status of the remediation project currently being conducted by GC Business Finance, and what outcomes are borrowers in the affected cohort entitled to expect? I look forward to your response. Yours faithfully, [Your full name]
[Your name] [Your email address] [Date] Freedom of Information Request British Business Bank [Address / FOI email address] Dear Sir or Madam, FREEDOM OF INFORMATION ACT 2000 — REQUEST FOR INFORMATION I am writing to make a request under the Freedom of Information Act 2000. Please provide the following information: 1. The number of formal complaints received by the British Business Bank or the Start Up Loans Company relating to delivery partner conduct in each of the last five years (broken down by year where possible) 2. Any guidance, policies, or instructions issued to Start Up Loans delivery partners regarding the disclosure of FOS jurisdiction limitations to borrowers 3. Any internal reviews, audits, or assessments of delivery partner compliance with Consumer Duty obligations in relation to the Start Up Loans programme 4. Any correspondence between the British Business Bank and the Financial Conduct Authority regarding borrower complaints or redress access under the Start Up Loans programme [Add or remove items as appropriate for your specific enquiry] If any of this information is subject to an exemption, please identify the exemption applied and whether you have considered the public interest test. I look forward to your response within the statutory 20 working days. Yours faithfully, [Your name]
Subject: Constituent concern — Start Up Loan complaint and redress gap Dear [MP's name], I am writing as your constituent to ask for your support in a matter relating to the government-backed Start Up Loans scheme. MY SITUATION I took out a Start Up Loan in [year], delivered by GC Business Finance. [Briefly describe what happened — 3–4 sentences covering the key issue, e.g. sudden default after a period of no contact, or the failure to handle a vulnerability disclosure.] THE WIDER ISSUE I have since discovered that Start Up Loan borrowers may not have access to the Financial Ombudsman Service in the way that most personal loan borrowers would assume. This means there is no effective independent redress route for borrowers who believe they have been treated unfairly by their delivery partner. I believe this represents a gap in borrower protection within a government-backed programme, and one that many borrowers — including myself — were not made aware of when taking out the loan. WHAT I AM ASKING I would be grateful if you could: 1. Write to GC Business Finance on my behalf requesting an explanation of how my account was handled and what remediation, if any, I am entitled to 2. Write to the British Business Bank asking what oversight they exercise over delivery partner conduct and how borrower complaints are escalated within the programme 3. [Optional:] Consider whether this issue warrants a parliamentary question or ministerial letter about borrower protections within the Start Up Loans programme I am happy to provide further documentation in support of this request, including copies of my complaint correspondence and credit file. Thank you for your time. I look forward to hearing from you. Yours sincerely, [Your full name] [Your address] [Your contact details]
[Your full name] [Your address] [Your email address] [Date] [Name of lender / GC Business Finance] [Address] WITHOUT PREJUDICE SAVE AS TO COSTS Dear Sir or Madam, PRE-ACTION LETTER — NOTICE OF INTENDED CLAIM — [Your name] — Loan reference [if known] I write further to my formal complaint dated [date] and your Final Response Letter dated [date], with which I am not satisfied. I have taken advice and believe I have reasonable grounds to bring a claim in the county court for: [Choose as applicable:] - Removal of the default registered against my name on [date] on the basis that correct process was not followed prior to its registration - Damages for financial loss caused by the incorrectly registered default, including [describe impact — e.g. mortgage application refused, credit application declined] - Damages for distress and inconvenience caused by [describe failures] PROPOSED RESOLUTION Before commencing court proceedings, I am prepared to settle this matter if you agree to the following within [14 / 21] days of the date of this letter: 1. [State what you want — e.g.: Remove the default from all three credit reference agencies / Pay compensation of £[amount] / Provide a written apology / Combination of the above] If I do not receive a satisfactory response within this period, I intend to issue a claim in the county court without further notice. I will rely on this letter in any subsequent costs application. Yours faithfully, [Your full name]
After sending your complaint: Use the Timeline Builder to record the date you sent each letter and track responses. This creates a clear record of the complaint process and is useful evidence if you need to escalate.
Start Up Loan