Legal review complete · Last updated 28 July 2026
Complaints procedure
Our commitment
Tera is committed to treating customers fairly and resolving concerns promptly. If something has gone wrong, we want to hear from you so we can put it right where we can.
How to complain
Contact us by email at info@terabusinessfinance.com, by post to our registered office (71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom), or via the contact form on our website selecting "Complaint" as the enquiry type. Please include your name, contact details, and a clear description of your concern, including relevant dates and reference numbers if you have them.
What happens next
We will acknowledge your complaint promptly, usually within one business day. We will investigate and respond with our findings and proposed resolution. We aim to resolve complaints within eight weeks. If we cannot resolve your complaint within that time, we will explain why and tell you about your right to refer the matter to the Financial Ombudsman Service where applicable.
Financial Ombudsman Service
If you are not satisfied with our final response, or if eight weeks have passed since you raised your complaint, you may be entitled to refer your complaint to the Financial Ombudsman Service (financial-ombudsman.org.uk). Their service is free to consumers.
Principal firm
Tera Business Finance LTD operates as an Appointed Representative of Moorgate Finance Limited (FCA firm reference 662419). Complaints about regulated activities may also be handled in accordance with our principal firm's requirements.
Contact us
You can also contact us via the contact form, selecting “Complaint” as the enquiry type, or email info@terabusinessfinance.com.