Complaints Policy

We pride ourselves on providing exceptional customer service but we accept that sometimes things go wrong. In the event you are not satisfied with any of the products or services offered directly by Us, we will do our best to handle your complaint as quickly as possible.

Please contact our Customer Services Team by email on customerservices@ butecapital.com or write to Us at: Bute Capital Ltd, PO Box 687, Weybridge, Surrey KT13 3GG.   

To help us to deal with your complaint quickly and efficiently, please ensure you provide the following information: 

  • The Company Name and company registration number

  • The agreement reference number, starting with BCL followed by 5 digits beginning with 2****

  • A telephone number AND contact email address

  • Your full name and position within the company

  • Details of your complaint 

We will do everything we can to respond as quickly as possible. We may need more time to investigate more complex issues. If this is the case, we will write to let you know we have received your complaint and then provide you with a response to the issues you've raised as quickly as possible. We will do our best to get back to you within four weeks but may take up to eight weeks.

If your complaint refers to the actions of a third party, which may include a finance introducer or finance broker, we will request they investigate the complaint. If the third party is solely responsible for the complaint, the third party who will respond directly to you to deal with your complaint in accordance with their complaints procedure.  You should receive a response within 8 weeks of complaint receipt.

If your complaint remains unresolved, or you are not satisfied with our response to your complaint, you may be able to contact the Financial Ombudsman Service. Further details can be found on the Financial Ombudsman Service

Please note that some products including asset finance lending offered directly by Bute Capital Limited may be exempt from regulation by the Financial Conduct Authority. To find out more information please visit their website directly at www.fca.org.uk.