4 minutes Complaints and Support

Beyond SAPI's customer support team, there are external resources available if you need independent advice, are facing financial difficulty, or require specialized help with your payment-linked advance. This guide lists helpful organizations and services.

If your business is struggling with repayments:

Free, confidential debt advice for businesses and sole traders.

Services:
- Free advice on managing business debts
- Help negotiating with creditors (including SAPI)
- Guidance on forbearance, repayment plans, insolvency options
- Template letters and tools

Contact:
- Phone: 0800 197 6026 (Monday-Friday, 9am-5pm)
- Website: businessdebtline.org
- Email: [email protected]

Best for:
Cash flow challenges, multiple creditor issues, considering insolvency.

Free, impartial advice on business and consumer issues.

Services:
- Business rights and responsibilities
- Dealing with creditors
- Legal advice
- Signposting to specialist services

Contact:
- Phone: 0800 144 8848
- Website: citizensadvice.org.uk
- In-person: Find your local office at citizensadvice.org.uk/about-us/contact-us

Best for:
General business advice, understanding your rights, dispute resolution.

If you're struggling with tax debts in addition to SAPI:

HMRC Business Payment Support Service:
- Phone: 0300 200 3835
- Can help with: Tax payment plans, Time to Pay arrangements

Free debt advice if you're a sole trader with personal debts affecting your business.

Contact:
- Phone: 0808 808 4000
- Website: nationaldebtline.org

Law Society Find a Solicitor:
lawsociety.org.uk/find-a-solicitor

Many solicitors offer:
- Free initial consultations (30 minutes)
- Fixed-fee services for specific issues
- No-win-no-fee for certain cases

For contract disputes, insolvency, or complex legal matters:

Consult a commercial solicitor specializing in:
- Business finance
- Insolvency and restructuring
- Commercial disputes

Expect costs: £150-400/hour for solicitor time (varies by location and expertise)

If your business is insolvent (cannot pay debts as they fall due):

Find a licensed insolvency practitioner:
gov.uk/find-an-insolvency-practitioner

Services:
- Free initial consultation (usually)
- Advice on Company Voluntary Arrangements (CVAs)
- Administration
- Liquidation
- Individual Voluntary Arrangements (IVAs, for sole traders)

First meeting: Usually free, no obligation

Consult a qualified accountant or tax advisor about:
- How to account for the advance in your financial statements
- Tax treatment of the factor rate fee
- VAT implications (if any)
- Year-end reporting

Find an accountant:
- icaew.com/find-a-chartered-accountant (Institute of Chartered Accountants)
- acca.com/member/find-an-accountant (Association of Chartered Certified Accountants)

Running a business and managing debt can be stressful:

Mind for Business:
mind.org.uk (mental health charity with business-specific resources)

Samaritans:
Phone: 116 123 (24/7, free, confidential)

CALM (Campaign Against Living Miserably):
thecalmzone.net
Phone: 0800 58 58 58 (5pm-midnight daily)

Shout Crisis Text Line:
Text "SHOUT" to 85258 (24/7 free text support)

Free or subsidized business support:
helptogrow.campaign.gov.uk

Includes:
- Management courses
- Digital adoption support
- Financial management training

Find your local LEP:
lepnetwork.net

Support available:
- Business mentoring
- Growth grants and funding advice
- Networking opportunities

Many accountancy firms offer:
- Free initial consultation
- Business health checks
- Cash flow management advice
- Strategic planning support

British Independent Retailers Association (BIRA):
bira.co.uk

UK Hospitality:
ukhospitality.org.uk

British Retail Consortium:
brc.org.uk

Q: Should I contact these organizations before or after contacting SAPI?
A: Contact SAPI first ([email protected] or +44 20 3868 4990) to discuss issues directly. Use external support for independent advice, second opinions, or if SAPI's response isn't adequate.

Q: Will SAPI know if I contact Business Debtline or Citizens Advice?
A: No, unless you tell us. These services are confidential. They may help you prepare to negotiate with SAPI but won't contact us without your authorization.

Q: Do these external services cost money?
A: Business Debtline, Citizens Advice Bureau, and mental health services are free. Solicitors and accountants typically charge fees (initial consultations often free).

Q: Can these organizations make SAPI change their decision?
A: No. They can advise you and help you present your case, but decisions remain with SAPI (or courts, if legal action taken).

Q: I'm embarrassed to admit I'm struggling—should I seek help?
A: Yes. Financial difficulty is common for small businesses, especially during challenging economic times. Early support (from SAPI and external advisors) gives you more options.

Q: What if I need help urgently (considering self-harm)?
A: Call Samaritans (116 123) or text SHOUT (85258) immediately. These are 24/7 crisis services. Business debts are never worth your life—help is available.

SAPI customer support: [email protected] or +44 20 3868 4990
​Business debt advice: Business Debtline (0800 197 6026)
​General advice: Citizens Advice (0800 144 8848)
​Mental health crisis: Samaritans (116 123, 24/7)
​Legal advice: Law Society Find a Solicitor (lawsociety.org.uk)

Email: [email protected]

Phone: +44 20 3868 4990

Business Hours: Monday-Friday, 9am-5pm GMT