How to Complain

If you have a complaint about the standards of our service or staff behaviour, you can raise this complaint to us by emailing our complaints mailbox below:

Email: Complaints@smallbusinesscommissioner.gov.uk

(please note – this mailbox is for complaints about the standards of our service or staff behaviour only)

Our Commitment

The OSBC is dedicated to delivering high-quality service. We welcome feedback and take complaints seriously to improve our services.

What We Treat as a Complaint 

A complaint is any expression of dissatisfaction requiring a response. The Complaints procedure includes: 

  • Standards of our service 
  • Staff behaviour 
  • Actions or inactions affecting individuals or groups 

Right of Appeal 

The OSBC, established under the Enterprise Act 2016, investigates complaints from small businesses about overdue or unfair payments by larger customers. Complaints are handled impartially by the Casework team under the Small Business Commissioner Scope and Scheme Regulations 2017. 
 
The Commissioner has the power to make non-legally binding recommendations to resolve a dispute. There is no right of appeal against the Commissioner’s decision, or decision made under delegated authority on the Commissioner’s behalf. However, if you are dissatisfied with the outcome, a review may be requested to ensure we have followed the appropriate procedures when handling your complaint. Following a decision, all parties may seek legal advice or pursue court action. 

How to Complain 

Email: Complaints@smallbusinesscommissioner.gov.uk

(please note – this mailbox is for complaints about the standards of our service or staff behaviour only)

3-Stage Complaints Procedure 

We have a 3-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much detail as possible, including any documents and correspondence. Please state in your initial contact to us that you are making a complaint in line with our procedure.  

Stage 1

This is the first opportunity for us to resolve your complaint. We will aim to resolve the majority of complaints at this stage. 

We will aim to send an acknowledgement within 5 working days, and a dedicated member of the team will investigate and send you a full response within 20 working days. 

If you wish to appeal this outcome you have a maximum of 28 days from the date of our letter/email to tell us if you are still dissatisfied and want your complaint progressed to the next stage.

Stage 2

If you remain unsatisfied, you can request a review by the Head of Operations. If the complaint involves the Head of Operations, the Commissioner will review it. A final outcome letter will be issued detailing: 


1. Review outcome 
2. Reasoning 
3. Any corrective actions 

Stage 3

If you are still dissatisfied, you may request an independent review by the Parliamentary and Health Service Ombudsman. Only an MP can submit a complaint to the Ombudsman. You can identify your MP online, at your local library, or by asking Citizens Advice.