Complaints Process
2nd June 2026
1. Introduction
At equipal, we are committed to providing a high standard of service and treating all customers fairly regardless of commercial strength or relationship basis. If something has gone wrong, we want to hear from you so we can put it right and improve our processes.
2. How to make a complaint
If you are dissatisfied with any aspect of our service, or with how you have been treated as a Customer, Vendor, Funder or user you can contact us using the details below:
Email: info@equipal.co - Address for the attention of Mr Matt Price
Postal Address: equipal, Northway House, 257 Upper Street, London N1 1RU
Telephone: 07947 540798
To help us investigate your complaint as quickly as possible, please include:
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Your name and business name
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Contact details
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A clear description of your complaint detailing an order of events (with dates and times added)
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Your Deal Reference ID or Finance Request ID
3. What happens next
1. Acknowledgement
We will acknowledge receipt of your complaint by email within 2 business days.
2. Investigation
Your complaint will be reviewed by an appropriate member of our team who was not directly involved in the matter where possible. We will conduct a fair and thorough investigation.
3. Response
We aim to provide a full written response within 15 business days of receiving your complaint.
If we need more time, we will keep you informed of the progress and explain the reason for any delay. Where necessary we may ask your permission to involve a third party.
4. Our commitment to you
Although equipal is not regulated by the Financial Conduct Authority (FCA), as we do not partake in regulated business -we do not facilitate finance for individual consumers or sole traders - we are committed to operating in line with high standards of fairness, transparency and professionalism, including principles aligned with Treating Customers Fairly (TCF).
We will:
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Handle your complaint promptly and fairly
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Keep you informed throughout the process
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Provide a clear explanation of our findings
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Take appropriate action, including providing compensation, if we have made a mistake
5. If you remain dissatisfied
As equipal operates in the business-to-business finance space and does not offer regulated consumer credit services, complaints are not eligible for review by the Financial Ombudsman Service (FOS).
However, if you remain dissatisfied after receiving our final response, you may wish to seek independent legal advice or refer the matter through appropriate dispute resolution channels. We sincerely hope this will not be the case, but we will make suggestions if this transpires after a second review.
6. Continuous Improvement
We view complaints as both sensitive and critically, important as we seek to build and strengthen an offer anchored to user satisfaction. We see value in understanding the root of all complaints and we will periodically review all and any complaints to understand how we can prevent reoccurrence. All complaints are recorded and reviewed to help us enhance our products, services, and customer experience.