Complaints

Last updated 16 June 2026

Flux Funding Limited is committed to providing a high standard of service to everyone we deal with. We understand that, occasionally, things can go wrong. If you are unhappy with any aspect of our service, we want to hear from you so that we can put things right and improve what we do.

This page explains how to make a complaint, what to include, how we will handle it, the timescales we work to under the rules of the Financial Conduct Authority (FCA), and how to escalate your complaint to the Financial Ombudsman Service if you remain dissatisfied.

Who we are

Flux Funding Limited is a credit broker, not a lender. We are authorised and regulated by the Financial Conduct Authority under Firm Reference Number (FRN) 806333. We are registered in England and Wales under company number 10985517, with our registered office at Newgate House, Newgate Street, Chester, CH1 1DE.

As a credit broker, we introduce customers to lenders and other credit brokers. We carry out an affordability assessment to help match you with products that may be suitable for your circumstances. We operate a number of consumer brands, including PaydayUK, Sunny, The Money Shop and New Horizons. However we present ourselves to you, your complaint about our broking service will be handled by Flux Funding Limited.

Complaints about Flux and complaints about a lender

Because Flux Funding is a credit broker and not a lender, it is important to understand which firm is responsible for your complaint:

• Complaints about our broking service - for example, how we introduced you to a lender, the affordability assessment we carried out, the way we handled your information, or the service you received from us - should be made to Flux Funding Limited. We will investigate and respond to these complaints directly.
• Complaints about a lender's decision or product - for example, a lending decision, the terms of a loan or credit agreement, repayments, interest, fees charged by the lender, or the way the lender has treated you - should be made to the relevant lender, as they are responsible for those matters. If you are not sure who your lender is, please contact us and we will help you identify them.

If you send us a complaint that is the responsibility of a lender, we will tell you and, where we can, help direct you to the right firm. If a complaint covers both our service and a lender's, we will deal with the part that relates to us.

How to make a complaint

You can make a complaint to us in any of the following ways:

By email

Email us at [email protected]. This is usually the quickest way to reach us.

By post

Write to: Complaints Manager, Flux Funding Limited, Newgate House, Newgate Street, Chester, CH1 1DE.

What to include in your complaint

To help us investigate your complaint quickly and thoroughly, please give us as much of the following information as you can:

• Your full name, address and date of birth.
• The email address and telephone number you used when you applied, and any other details that will help us locate your records.
• A daytime telephone number on which we can contact you - providing this helps us resolve your complaint more quickly.
• The brand you used to apply (for example PaydayUK, Sunny, The Money Shop or New Horizons), if known.
• A clear description of what went wrong, including relevant dates and the names of anyone you dealt with.
• Copies of any documents or correspondence that support your complaint.
• What you would like us to do to put things right.

How we will handle your complaint

We follow the complaint-handling rules set out by the FCA. We will treat your complaint fairly, investigate it promptly and keep you informed throughout. Our process is as follows:

• Acknowledgement: We will acknowledge your complaint promptly. Where we can, we will try to resolve the matter by the close of business on the following business day. Providing a daytime telephone number helps us do this.
• Written confirmation: If we are unable to resolve your complaint within three business days, we will write to you to confirm that we have received it. This confirmation will tell you who is dealing with your complaint, summarise the issues you have raised and explain the next steps.
• Investigation: We will carry out a full and impartial investigation into the points you have raised. We aim to resolve complaints as quickly as we can, but the time taken will depend on the complexity of the issues involved. We will keep you updated on our progress.
• Final response: We will send you a final written response setting out the outcome of our investigation, our decision and the reasons for it, and details of any action we propose to take. Where the Financial Ombudsman Service is available to you, our final response will explain how to refer your complaint to them.

Timescales

Under FCA rules, we aim to resolve your complaint within eight weeks of receiving it. In most cases we expect to respond well before then. By the end of the eight-week period we will send you either:

• a final response, which sets out our decision and the reasons for it; or
• a written response explaining why we are not yet in a position to give a final response, when we expect to be able to do so, and your right to refer your complaint to the Financial Ombudsman Service.

Referring your complaint to the Financial Ombudsman Service

If your complaint relates to our broking service and you are not satisfied with our final response, or if eight weeks have passed since you first raised your complaint and you have not received a final response, you may be able to refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service is a free, independent service for settling disputes between financial businesses and their customers.

You normally need to refer your complaint to the Financial Ombudsman Service within six months of the date of our final response. We will include details of this time limit in our final response. You can contact the Financial Ombudsman Service using the details below:

• Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0800 023 4567
• Email: [email protected]
• Website: www.financial-ombudsman.org.uk

Referring your complaint to the Financial Ombudsman Service will not affect your legal rights. Please note that the Financial Ombudsman Service will usually only consider your complaint once you have given us the opportunity to resolve it first.

Our contact details

If you have any questions about this complaints procedure, or you would like to make a complaint, please contact us:

• Email: [email protected]
• Post: Complaints Manager, Flux Funding Limited, Newgate House, Newgate Street, Chester, CH1 1DE
• Website: fluxfunding.co.uk

Flux Funding Limited is authorised and regulated by the Financial Conduct Authority (FRN 806333). Registered in England and Wales, company number 10985517. Registered office: Newgate House, Newgate Street, Chester, CH1 1DE.