Complaints Procedure

Last updated 09 Jun 2026

At TQS Finance, we aim to provide a professional, transparent and helpful service at all times. However, if you are unhappy with any part of our service, we want to hear from you so we can investigate and try to put things right.

This Complaints Procedure explains how you can make a complaint, how we will handle it, and what you can do if you remain unhappy with our response.

1. How to Make a Complaint

You can make a complaint by contacting us using any of the methods below.

Business name: TQS Finance
Email: contact@@tqsfinance.co.uk
Phone: 0800 341 1324
Address: 22 Ninian Park, Cardiff, United Kingdom, CF11 6JA

Please mark your email or letter clearly as:

Complaint

2. What Information to Include

To help us investigate your complaint quickly and fairly, please include as much information as possible.

This may include:

  • Your full name

  • Your email address

  • Your phone number

  • Your address, if relevant

  • Details of your finance enquiry or application

  • The date the issue happened

  • The name of any person you dealt with, if known

  • A clear explanation of what went wrong

  • Any documents, emails or evidence you want us to review

  • What you would like us to do to resolve the issue

If you do not have all of this information, you can still make a complaint. We may contact you for more details if needed.

3. Acknowledging Your Complaint

Once we receive your complaint, we will acknowledge it as soon as reasonably possible.

Our acknowledgement may be sent by email, post or another suitable method, depending on how you contacted us and the contact details we hold.

We will confirm that we have received your complaint and may ask for further information if needed.

4. How We Will Investigate

We will review your complaint fairly and carefully.

Our investigation may include:

  • Reviewing your enquiry or application record

  • Checking emails, forms, notes or documents

  • Speaking with any relevant team members

  • Reviewing communications with lenders, providers or partners where relevant

  • Considering whether our service met reasonable standards

  • Considering what action, if any, is needed to resolve the matter

We will aim to keep you updated while we investigate your complaint.

5. Our Response Times

We will try to resolve complaints as quickly as possible.

If we can resolve your complaint promptly, we will explain the outcome and any action we have taken.

For complaints that require further investigation, we will usually issue a final response within 8 weeks of receiving the complaint, where this timescale applies. FCA complaints handling rules require a firm to provide a final response within eight weeks or explain why it is not yet able to do so and when it expects to respond. (handbook.fca.org.uk)

If we are unable to provide a final response within the expected timeframe, we will explain:

  • Why we are not yet able to give a final response

  • When we expect to provide one

  • What options may be available to you

6. Our Final Response

Once we have completed our investigation, we will send you our final response.

Our final response will explain:

  • The complaint we investigated

  • What we found

  • Whether we uphold your complaint

  • Any action we propose to take

  • Any offer of redress, where appropriate

  • Your options if you remain unhappy with our response

7. If You Are Not Happy With Our Response

If you are unhappy with our final response, or if you do not receive a final response within the relevant timeframe, you may be able to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service explains that, in many cases, you need to refer your complaint within six months of the date of the final response letter. (Financial Ombudsman)

Financial Ombudsman Service
Website: financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9123

You should check directly with the Financial Ombudsman Service to confirm whether your complaint is eligible and what time limits apply.

8. Complaints About Unregulated Finance

Some commercial mortgages, business finance products and property finance arrangements may not be regulated by the Financial Conduct Authority.

If your complaint relates to an unregulated product or service, you may not have access to the Financial Ombudsman Service.

We will explain this where relevant in our response.

9. Complaints Involving Lenders or Third Parties

TQS Finance may introduce clients to lenders, finance providers, valuers, solicitors, accountants, packagers or other third parties.

If your complaint relates to the actions, decision, fees, advice, delay or service of a third party, we may need to refer you to that third party or provide their contact details.

Where appropriate, we will still review any part of the complaint that relates to the service provided by TQS Finance.

10. Vulnerable Customers or Urgent Situations

If you are in a vulnerable position, facing financial difficulty, experiencing serious health issues, or need urgent support, please tell us when making your complaint.

The Financial Ombudsman Service also advises customers in vulnerable or urgent situations to let the business know as soon as possible. (Financial Ombudsman)

We will take this into account when handling your complaint.

11. No Charge for Complaints

We do not charge you for making a complaint.

Making a complaint will not affect your right to receive fair treatment.

12. Record Keeping

We may keep records of your complaint, our investigation, our response and any related communications.

This helps us:

  • Handle your complaint properly

  • Meet legal or regulatory obligations

  • Improve our service

  • Keep accurate business records

  • Respond to future queries or disputes

For more information about how we handle personal data, please read our Privacy Policy.

13. Improving Our Service

We take complaints seriously.

Where a complaint identifies a problem with our process, communication or service, we will consider what improvements can be made to reduce the chance of the issue happening again.

14. Contact Us About a Complaint

To make a complaint, contact:

TQS Finance
Email: contact@tqsfinance.co.uk
Phone: 0800 341 1324
Address: 22 Ninian Park, Cardiff, United Kingdom, CF11 6JA