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FSB Complaint Policy

Version 1 - Updated April 2018

Introduction

The FSB is committed to delivering a wide range of high quality, good value business services to its members. However, if you’re ever disappointed with any element of our service or benefits, here is some information about how to make us aware of your complaint and how we will handle them.

Definition of a Complaint

We define a complaint as “Any oral or written expression of dissatisfaction (whether justified or not) about the provision of, or failure to provide, a service. Generally the complaint must allege that the complainant has suffered (or may suffer) material inconvenience.”

  • FSB will acknowledge all written complaints within five working days.
  • FSB will investigate the details of a complaint and take appropriate action at each stage of the investigation.
  • All complaints regarding FSB will be referred immediately to the appropriate area of the organisation.
  • Complaints relating to FSB Service Providers who provide services directly to the member, will be passed to the third party and be dealt with in accordance with their individual complaint policy.
  • FSB will attempt to complete all investigations and respond to a complaint within 30 days

How and Where to Raise a Complaint

You can report your complaint and how it has impacted you to FSB via any of the following methods:

Email

Email our Customer Services team at customerservices@fsb.org.uk

Call Us

Our Customer Services team are available by telephone on 0808 2020 888, from 8am to 6pm, Monday to Friday (excluding Bank Holidays)

Write to us

Customer Services
FSB
Sir Frank Whittle Way
Blackpool Business Park
Blackpool
FY4 2FE

What Happens Next?

We’ll get back to you as quickly as we can, normally within five business days, but sometimes it may take a little longer to investigate your complaint. If this happens, we’ll contact you within this time to inform you:

  • Why we can’t respond in full to the issues you have raised yet
  • Who is looking into your complaint
  • When we will be back in touch

We aim to resolve all complaints within 30 days, however if it takes longer then we will regularly update you on our progress throughout this time