5 minutes Complaints and Support
Overview
If you're unhappy with SAPI's service, have concerns about how your application or advance was handled, or believe we've treated you unfairly, you have the right to make a formal complaint. This guide explains our complaints process and your rights.
When to Make a Complaint
You should raise a complaint if you're dissatisfied with:
Application process:
- Unreasonable delays
- Poor communication
- Unfair decline decision
- Discrimination or unfair treatment
Servicing and collections:
- Incorrect collections or calculations
- Poor customer service
- Aggressive or inappropriate collections practices
- Failure to respond to forbearance requests
Account management:
- Errors in your balance or statements
- Failed processing of account changes
- Data privacy concerns
Communications:
- Harassment or excessive contact
- Unprofessional behavior by SAPI staff
- Misleading information provided
How to Make a Complaint
Step 1: Contact SAPI
Email (preferred for complaints):
[email protected]
Subject line: "FORMAL COMPLAINT - [Your Business Name] - [Account Reference]"
In your email, include:
- Your full business name
- SAPI account or application reference
- Clear description of the complaint
- When the issue occurred (dates)
- Who you interacted with (if known)
- What outcome you're seeking (apology, correction, compensation, etc.)
- Supporting evidence (emails, statements, call recordings if you have them)
Example complaint email:
Subject: FORMAL COMPLAINT - Acme Ltd - SAPI-12345 Dear SAPI Complaints Team, I am writing to make a formal complaint regarding incorrect collections from my business account. Details: - Business: Acme Ltd - Account: SAPI-12345 - Issue: On 15 November 2025, SAPI collected £500 from my account, but my card sales that day were only £2,000. With my 15% repayment percentage, the collection should have been £300, not £500. - Impact: This overdrew my business account and caused other payments to fail. - What I've tried: I called on 16 November and left a voicemail but haven't received a callback. Outcome sought: 1. Refund of the overcollection (£200) 2. Reimbursement of bank charges incurred (£25) 3. Explanation of how this error occurred 4. Assurance it won't happen again Evidence attached: - Bank statement showing £500 collection - Payment processor statement showing £2,000 in sales I look forward to your response within 5 business days. Regards, John Smith Director, Acme Ltd
Step 2: SAPI Acknowledgment
Timeline: Within 5 business days of receiving your complaint
Acknowledgment includes:
- Confirmation we've received your complaint
- Complaint reference number (for tracking)
- Name of staff member handling your complaint
- Expected response timeline (typically 15 business days for full investigation)
If you don't receive acknowledgment:
Call +44 20 3868 4990 or re-send your complaint email marked "URGENT: COMPLAINT NOT ACKNOWLEDGED"
Step 3: Investigation
Timeline: 15 business days (from acknowledgment) for most complaints
What happens:
- SAPI reviews all relevant records (calls, emails, transaction logs)
- May contact you for clarification or additional information
- Assesses whether SAPI acted fairly and in accordance with your agreement
- Determines appropriate resolution
Complex complaints may take up to 8 weeks. SAPI will inform you if additional time is needed.
Step 4: Final Response
Timeline: Within 15 business days (or 8 weeks for complex cases)
Response includes:
- Summary of your complaint
- SAPI's findings (uphold, partially uphold, or reject)
- Explanation of decision
- Proposed resolution (if complaint upheld):
- Apology
- Correction of error
- Refund or compensation
- Process changes to prevent recurrence
- Your rights if you're dissatisfied (see Step 5)
Possible Outcomes
Complaint Upheld
SAPI agrees you were treated unfairly or an error occurred.
Typical resolutions:
- Formal apology
- Correction of your account (refunds, balance adjustments)
- Financial compensation (for bank charges, losses incurred)
- Explanation and commitment to prevent recurrence
Complaint Partially Upheld
SAPI agrees with some aspects of your complaint but not others.
Example:
You complained about a £500 overcollection. SAPI finds it was correct but acknowledges poor communication explaining why. Outcome: Apology for communication failure, detailed explanation provided, no refund.
Complaint Rejected
SAPI finds actions were in accordance with your agreement and treated you fairly.
Explanation provided:
Detailed reasoning for why SAPI believes the complaint is not valid.
Your rights:
Even if rejected, you can escalate (see Step 5 below).
If You're Dissatisfied with SAPI's Response
Step 5: Escalate Internally (Optional)
If you believe SAPI's response is inadequate, request escalation:
Email: [email protected]
Subject: "Complaint Escalation - Complaint Reference [ref]"
Request:
- Senior management review
- Reconsideration of decision
Timeline: 10-15 business days for escalation review
Step 6: External Dispute Resolution
Important note: SAPI Group Limited and SAPI Origination Limited are NOT authorised or regulated by the Financial Conduct Authority for consumer credit activities. As such, the Financial Ombudsman Service may not be able to consider complaints about payment-linked advances.
Alternative dispute resolution:
Citizens Advice Bureau
Free, independent advice on business disputes
Website: citizensadvice.org.uk
Phone: 0800 144 8848
Business Debtline
Free advice on business debts and disputes
Phone: 0800 197 6026
Website: businessdebtline.org
Legal action
If your complaint involves significant financial loss or serious misconduct, you may wish to consult a solicitor about potential legal action.
What You Can Complain About
Fair to Complain:
Errors in calculations or collections
Poor communication or delays
Staff unprofessionalism or rudeness
Failure to follow agreed processes (e.g., forbearance arrangements)
Data privacy breaches
Discrimination
Excessive or harassing collections practices
Not Grounds for Complaint:
Decline of your application (SAPI has discretion on lending decisions)
Factor rate or repayment percentage offered (based on risk assessment)
Contractual terms you agreed to and signed
Collections activity that's within your agreement terms
Reporting to credit agencies (if required by your agreement)
You can complain about HOW things were done, not necessarily WHAT decisions were made (if those decisions were within SAPI's contractual rights).
Tips for Effective Complaints
Be Specific
Don't: "I'm unhappy with SAPI's service."
Do: "On [date], SAPI collected £500 when only £300 was due. This caused my account to overdraw and incur £25 in bank fees. I have evidence showing my sales were only £2,000 that day."
Be Timely
Complain as soon as possible after the issue occurs. Complaints about events more than 6 months old may be harder to investigate (records may be deleted, staff may not remember).
Provide Evidence
Attach:
- Bank statements showing incorrect collections
- Email chains showing poor communication
- Call logs or recordings (if you recorded calls legally)
- Any other relevant documentation
State Desired Outcome
Be clear about what you want:
- Apology
- Financial compensation
- Account correction
- Policy change
- Explanation
Stay Professional
Even if frustrated, keep your complaint professional and factual. Threatening, abusive, or excessively emotional complaints may delay resolution.
Complaints We Take Seriously
SAPI has zero tolerance for:
Discrimination
Based on race, gender, religion, nationality, disability, age, sexual orientation, or any protected characteristic.
Harassment
Excessive, threatening, or inappropriate contact from collections team.
Data breaches
Unauthorized disclosure of your personal or business information.
Fraud or misconduct
By SAPI staff or representatives.
Report immediately:
Phone: +44 20 3868 4990
Email: [email protected]
Frequently Asked Questions
Q: Will making a complaint affect my advance or application?
A: No. Complaints are handled separately. Making a complaint will not result in retaliation, account acceleration, or negative treatment.
Q: Can I complain anonymously?
A: No. To investigate properly, SAPI needs your identity and account details. However, complaints are handled confidentially.
Q: What if my complaint is about a specific SAPI employee?
A: Include their name in your complaint. SAPI will investigate the individual's conduct and take appropriate action if misconduct is found.
Q: Can someone complain on my behalf (accountant, solicitor, family member)?
A: Yes, with your written authorization. Provide SAPI with a signed letter authorizing the third party to act on your behalf.
Q: How do I know my complaint is being taken seriously?
A: You'll receive formal acknowledgment, a complaint reference number, regular updates, and a thorough final response within the stated timeline.
Q: What if I'm not satisfied with the final response?
A: You can escalate internally (to [email protected]) or seek external advice from Citizens Advice Bureau or a solicitor. Note that the Financial Ombudsman Service may not be able to help, as SAPI is not FCA-regulated for consumer credit.
Q: Can I withdraw my complaint once made?
A: Yes. Email [email protected] with subject "Withdraw Complaint - [Complaint Reference]" if you wish to stop the investigation.
Need Help?
Make a complaint: [email protected] (subject: "FORMAL COMPLAINT")
Complaint status: +44 20 3868 4990
Escalate complaint: [email protected]
External advice: Citizens Advice Bureau (0800 144 8848)