TMS Finance Limited is committed to delivering a high standard of service. This policy explains how we handle complaints in a fair, consistent, and timely manner.
A complaint is any expression of dissatisfaction regarding our services, employees, contractors, or policies—whether justified or not.
Clients or Customers
Contractors, Suppliers, or Partners
Members of the Public affected by our work
You may submit a complaint through any of the following channels:
Email: info@uktms.com
Phone: 0345 257 0161
In Writing: 28 Granby Road, Stockport, SK2 6ET
Acknowledgement: We will confirm receipt of your complaint within 2 working days.
Investigation: A relevant manager will investigate your complaint thoroughly within 7–10 working days.
Response: We will provide an outcome and propose a resolution based on our findings.
Escalation: If the issue remains unresolved, the complaint will be reviewed by senior management.
All complaints are handled confidentially and in accordance with data protection regulations.
We log and review all complaints to identify recurring issues and drive service enhancements. Feedback from complaints is used to improve our processes and overall customer experience.
As TMS Finance Limited is an Appointed Representative of Swoop Finance Limited, complaints relating to regulated activities carried out under our appointment may be handled by, or referred to, Swoop Finance Limited. You may also contact Swoop Finance Limited directly if you wish to make a complaint or are dissatisfied with our response.
Principal Firm Complaints Email: complaints@swoopfunding.com
Principal Firm Complaints Telephone: 0203 514 3044
Principal Firm Complaints Address: The Complaints Department, Swoop Finance Limited, 120 Regent Street, London, W1B 5FE
9. Escalating Your Complaint
If you are not satisfied with our response, or if eight weeks have passed and your complaint has not been resolved, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent organization that helps settle complaints between financial businesses and their customers.
Contact Details for the Financial Ombudsman Service:
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 (free from most landlines) or 0300 123 9123
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
