HOW WE HANDLE CONCERNS

Complaints Policy

We want to handle concerns fairly, clearly and without unnecessary delay. This page explains how to raise a complaint about our own introduction or support service.
Last updated: 14 July 2026

Provider complaints

If your complaint concerns a card-payment, EPOS or finance provider’s product, decision, charges, equipment or agreement, that provider may need to investigate it. We will explain this and, where appropriate, help direct the complaint.

1. How to complain

You can complain by: Please mark your message “Formal Complaint”.

2. Information to include

  • Your name, business name and contact details;
  • the service or provider involved;
  • what happened and when;
  • copies of relevant emails, quotations or reference numbers;
  • how you would like the issue resolved.

3. What happens next

We aim to acknowledge a complaint within three business days. We will review the available information, may ask questions and will keep you updated where a response takes longer. We aim to provide a clear outcome as soon as reasonably practicable.

If a regulated complaint timetable applies because of our status, a principal firm or the provider involved, the applicable regulated process and deadline will take priority.

4. Complaints involving another provider

Where the issue concerns an independent provider, we may:

  • ask you to contact the provider directly;
  • pass the complaint to the provider with your permission;
  • provide relevant introduction records where lawful;
  • continue handling any part that relates specifically to our own conduct.

5. Escalation

If you are dissatisfied, ask us to review the response. Where the complaint concerns an eligible regulated financial service, the relevant provider or authorised firm should explain any right to refer the matter to the Financial Ombudsman Service. We do not state that every complainant or product is eligible. Privacy complaints may also be raised with the UK Information Commissioner’s Office.

6. No disadvantage

Making a complaint will not affect how we consider a current enquiry, although a provider may pause activity while a material issue is investigated.

7. Records and improvement

We may retain complaint records to investigate the issue, meet legal or provider obligations and improve our service, in accordance with our Privacy Policy.

Card-machine, integrated EPOS and business-finance introduction support for businesses across the United Kingdom.

Brits Business Hub acts as a third-party business services introducer and support agent. Services are supplied by independent third-party providers under their own agreements.

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Important third-party service disclaimer: Brits Business Hub is a third-party business services introducer and support agent. We are not a bank, lender, payment processor, merchant acquirer, card-terminal manufacturer, EPOS manufacturer or the underlying supplier of the products promoted on this website. Card-machine, EPOS and finance products are provided by independent third parties under separate provider agreements.

Availability, eligibility, pricing, transaction rates, rental charges, hardware, connectivity, settlement times, integrations, finance amounts, repayment structures and contract terms vary according to the provider and the applicant’s circumstances. We do not guarantee approval, acceptance, cost savings, funding, any particular rate or the availability of a specific product.

Brits Business Hub is an introducer and not a lender, does not make lending decisions and does not provide financial advice. Business finance is subject to the relevant provider’s assessment, checks, approval and terms. Where applicable, we may receive a commission or referral payment from a provider following an introduction. Read our full role and service disclaimer.

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