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Making a complaint about UK Export Finance

This page explains UK Export Finance's complaints procedure, how to make a complaint, and how we deal with complaints.

On this page:

  • Email form
  • Speak to the person handling your case
  • If you are still not satisfied
  • What happens next?
  • Ombudsman
  • Monitoring

We want to provide all our customers with the highest standards of service. If things do go wrong we want to put them right as soon as we can. We have systems designed to do just that, and these are set out below.

If you have a complaint about the support we are offering or the service we are providing, we have the following procedures to help you.

Email form
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(To submit the form click the button at the bottom of the page)

Speak to the person handling your case

Usually you will find that if you have a problem it can be resolved quickly by the person dealing with your case – please give them a call, explain what the problem is and what you would like to be done. If you are in doubt about who is dealing with your case, please contact customer services, whose details you can find on the right hand side of this page, and they will try to establish the appropriate contact.

If you are still not satisfied

If that person cannot solve the problem to your satisfaction, you may wish to contact our Chief Executive.

Our Chief Executive, Patrick Crawford, is keen to ensure that we do all we can to help you. If you wish to discuss any difficulty please write to him at our Head Office or use the Contact the Chief Executive’s office form, which you can find on the right hand side of this page.

What happens next?

We will deal promptly with your complaint and ensure that it is fully investigated. We aim to provide a swift and effective remedy when something has gone wrong and tell you what steps are being taken so that the same problem does not occur again.

We will investigate and provide a full explanation within ten working days of receiving your complaint, and often much sooner than that. If we cannot give you a full reply within that timescale we will explain why we cannot do so, what we are doing and when you can expect a full reply.

Going beyond UK Export Finance

If you feel that your complaint has not been fully resolved you can contact our ministers using the form on the right hand side of this page.

Ombudsman

If you have gone through our complaints procedure and you are still not satisfied, you have the right to refer the matter to the Parliamentary Commissioner for Administration (the Ombudsman). You must make complaints to the Ombudsman through an MP. Go to the Citizens’ Advice Bureau website, which you can find on the right hand side of this page, to find the address of your MP. You can get more advice from the Ombudsman’s office at the following address:

Parliamentary Commissioner for Administration
Millbank Tower
Millbank,
London
SW1P 4QP
Phone: 0345 015 4033
Fax: 0300 061 4000

Monitoring

We will monitor all complaints as part of our effort to improve our service to you. Whilst all complaints will be dealt with on a confidential basis, we will publish externally what we are doing to bring about improvements as a result of any suggestions or complaints made.