Complaints Procedure

1. Our Commitment to You

Sorbus Finance Ltd aims to provide the very highest level of customer service to our clients. If you are not completely happy with the service you received from Sorbus Finance Ltd we would like to hear about it. Sometimes things can go wrong and when that happens we always encourage our customers and partners to tell us about it. This way we can act to put matters right where possible.

Sorbus Finance Limited is an appointed representative of Moorgate Finance Limited. Moorgate is our principal for our appointed-representative activities. Complaints about those activities will be referred to Moorgate for handling under the applicable complaints procedure. You can raise your complaint with us using the contact details below and ask for our principal's complaints contact details.

At Sorbus Finance we aim to:

• Make it easy for you to tell us about a complaint.
• Resolve your complaint in a prompt manner whilst giving your complaint the consideration it deserves.
• Make sure you are completely satisfied with how your complaint has been resolved.

2. How to Make a Complaint

If you wish to make a complaint please contact us using any of the following:

• Email — hello@sorbusfinance.co.uk
• Telephone — 01246 383500 (Available 09:00–17:00 Mon–Fri excluding public holidays)
• In writing — Sorbus Finance Limited, Customer Services, Sunny Bank, 12 Albion Road, Chesterfield, Derbyshire, S40 1LJ

3. How We Handle Your Complaint

We aim to resolve complaints promptly, where possible within three business days. We will acknowledge your complaint promptly, normally within five business days, and explain who is handling it. Where a complaint is resolved within three business days under the applicable rules, a summary resolution communication will explain any Financial Ombudsman Service referral rights.

We will keep in regular contact to provide you with updates until your complaint has been resolved.

For complaints subject to the usual eight-week rules, a final response or a written explanation of the delay and any referral rights will be provided by the end of eight weeks. Different deadlines or arrangements may apply to certain complaints, including some motor-finance commission complaints; we will explain any applicable special rules.

4. Escalation — Financial Ombudsman Service

If you are an eligible complainant and your complaint concerns an activity within its jurisdiction, you may be entitled to refer it to the Financial Ombudsman Service if you are dissatisfied with the final response, or after the applicable response deadline has passed. Not every business, commercial finance agreement or complaint is eligible.

A referral is normally required within six months of the final response. Other time limits and exceptions may apply, including special rules for certain motor-finance commission complaints. The final response or other required communication will explain the applicable referral rights and deadlines and provide the Financial Ombudsman Service information required by the relevant rules.

You can contact the Financial Ombudsman Service at: