Contact us

There are a number of ways you can get in touch with the Start Up Loans Company.

Do you have a question?

Before you get in touch, have you seen our frequently asked questions (FAQs) page?
We’ve answered questions about many aspects of our work and service. Take a look!

View our FAQs

Talk with us:

To speak to one of our agents, please use the “Chat with an Expert” button at the bottom right of the screen.

Opening Hours:

Monday to Wednesday 9am – 5pm
Thursday 9:30am – 4pm
Friday 9am – 5pm

Enquiry Form:

What is your enquiry about?*
Please type your message here*
Have you checked our FAQs for information about eligibility? Take me there now
Remember, if you’re ready to move forward with a Start Up Loan application, you can complete our online registration form, which includes an automatic eligibility checker. Go to registration page now
Your message:
*
Please type your message here*
Have you viewed our video explaining how the application process works? See it now
Your message:
*
Please type your message here*
For candidates: Have you seen our jobs page which lists all current vacancies? If you're interested in any of these positions, please follow the instructions and submit your application via the prompts on that page. If your application is successful, our HR team will contact you within five working days. Unfortunately, due to the high number of applications we receive, we're unable to contact people whose applications aren't successful.
For recruiters: We have a list of preferred recruiters that we use for our recruitment. If you have a query, send us a message and our HR team will aim to get back to you. We're unable to take queries about recruitment over the phone.
Your message:
*
Please type your message here*
For press releases, company reports and other insights, visit our media centre. Or, you can complete the form below.
Your message:
*
Please type your message here*
For information about our affiliates programme, visit our affiliates page
Or, you can complete the form below.
Your message:
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Your message*
Please provide the reason for your appeal*
If you disagree with the outcome of your application you have 30 days, from the date you were notified, to raise an appeal. You can find out more about our appeals process.
If you were declined following your credit check, we will also need a copy of your credit report. Before sending this to us, please check your credit report, to ensure it is accurate. You will need to resolve any incorrect information, with the credit agency, before we review your appeal. This is because this is part of our decision-making process (learn more about our credit check process).
If you were declined following an assessment by your Business Adviser, please contact your Business Support Partner. You will need to explain why you think their decision is wrong (providing evidence if appropriate). If you don’t know who your Business Support Partner is, send your enquiry through to us below and we’ll refer it on.
Using the message above, please be as clear as possible on the reason for your appeal, as this helps us to support you.
Name*
First Last
Email*
What is your appeal regarding?*
What is the name of your Business Support Partner?*
As part of our commitment to treating customers fairly, we take all complaints seriously. To help make sure we review and respond to your concerns in the correct way, please complete the form below. You can also read a full copy of our complaints policy. Name: **
As part of our commitment to treating customers fairly, we take all complaints seriously. To help make sure we review and respond to your concerns in the correct way, please complete the form below. You can also read a full copy of our complaints policy.
Name: *
First Last
Email address*
Have you received a Start Up Loan?*
If yes, what is the name of your Business Support Partner?
Phone number*
Date you applied for your loan*
DD slash MM slash YYYY
What is your complaint about?*
Your message*
We will keep your name, phone number and email address on file for the purpose of dealing with your enquiry. Your data may be passed to one of our Business Support Partners or Finance Providers in order to service your request. By submitting your details via this form, you agree to our Privacy Policy.
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To make sure we can process your application as quickly as possible, please check that you’ve fully completed all relevant sections of the application and provided as much supporting detail as possible. If you need support to complete your application, please visit our support and advice hub or Learn with Start Up Loans page (in partnership with the Open University) for more information.

Once you’ve submitted your loan application, your business support partner will be in contact within five working days either via phone, email or your application platform.

Customer Satisfaction Score (CSAT)

We asked every Start Up Loans customer who contacted our Customer Services team: “How do you rate our service?”

87% of Start Up Loans customers said
they had a good experience or better

80% is the industry benchmark

Testimonials from our customers

"The agent was able to answer my questions and offer advice that will help my application. This is the first contact I’ve had regarding my business idea, and the agent was able to provide information that I hadn’t thought about. Thank you!"

Connect with us through social media

To stay up to date with relevant news and events from the Start Up Loans team, or follow what’s going on with other businesses in our network, connect with us through any of our social media channels.

Our registered address

The Start Up Loans Company
Steel City House
West Street
Sheffield
S1 2GQ

If you would like to submit a freedom of information request, find instructions on how do this at the British Business Bank website.