Complaints Procedure

Market Invoice is committed to providing a high standard of service. If we fall short of that standard, we want to know about it so we can put things right. This page explains how to make a complaint and what to expect from our complaints process.

About Market Invoice

Market Invoice is a trading name of Best Business Loans Ltd (company number 16833937). We are a comparison and information service. We do not provide invoice finance, loans, or any other financial products directly. We help businesses compare providers and connect them with suitable options.

Market Invoice is not a regulated financial firm. We are not authorised or regulated by the Financial Conduct Authority (FCA). If your complaint is about a financial product or service provided by one of the providers listed on our site, you should contact that provider directly using their own complaints procedure.

How to Make a Complaint

If your complaint is about Market Invoice - our website, our comparison information, our service, or how we have handled your enquiry - please contact us by email:

Email: [email protected]

Subject line: Complaint

What to Include

To help us investigate and resolve your complaint as quickly as possible, please include the following information:

Your full name and contact details (email address and, optionally, phone number)
A clear description of what happened and what your complaint is about
When the issue occurred (dates if possible)
What outcome you are seeking - what would resolve the complaint for you
Any supporting information such as screenshots, emails, or reference numbers

Our Response Timeline

We take all complaints seriously and aim to resolve them promptly. Our timeline is as follows:

Acknowledgement: We will acknowledge your complaint within 2 business days of receiving it.
Investigation: We will investigate the matter thoroughly and keep you informed of progress.
Resolution: We aim to provide a full response and resolution within 8 weeks of receiving your complaint. Most complaints are resolved much sooner than this.
Final response: Our final response will explain our findings, any action we have taken, and the outcome of your complaint.

If You Are Not Satisfied

If you are not satisfied with our response, you can write to us again at the same email address and ask for your complaint to be reviewed by a senior member of our team.

Complaints About Invoice Finance Providers

If your complaint is about an invoice finance provider, factoring company, or any other financial services firm listed on our website, you should contact that provider directly. They will have their own complaints procedure.

If the provider is authorised and regulated by the Financial Conduct Authority (FCA) and you are not satisfied with their response (or they have not responded within 8 weeks), you may be able to refer your complaint to the Financial Ombudsman Service:

Financial Ombudsman Service

Exchange Tower, London E14 9SR

Phone: 0800 023 4567 (free from mobiles and landlines)

Website: www.financial-ombudsman.org.uk

Please note that not all invoice finance providers are FCA-regulated. Invoice factoring and invoice discounting are not regulated activities under UK financial services law. However, some providers may be regulated for other activities they carry out. Check the provider's own regulatory disclosures or search the FCA Register to confirm.