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!
Real-time service update: We’re currently experiencing unusually high service volumes and regret that this is affecting the speed at which we’re able to progress customer applications. We’re taking action to address the increased demand for our services and working hard to progress in-flight applications as quickly as we can. In the meantime, we apologise for any inconvenience this may cause you.
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.Our lines are closed on weekends and bank holidays.
If you are a BSL user, you can use SignLive to connect to us via an Interpreter. Just log in to the SignLive app on iOS, Android, or a web browser and find us in the Community Directory. When you call, the Interpreter may confirm who you want to get in touch with. Learn more about Sign Live.
Please send all enquiries by email to firstname.lastname@example.org
- Monday – 9am to 6pm
- Tuesday – 9.30am to 6pm
- Wednesday – 9am to 1pm (lines are closed from 9.30am to 10.30am for staff training) and 2pm to 6pm
- Thursday – 9am to 6pm
- Friday – 9am to 6pm (lines are closed from 11am to 11:30am for staff training)
Note: When our lines are closed you may still contact your Delivery Partner directly to ask questions or request assistance.
Note: Once you’ve submitted your loan application, your delivery partner will be in contact within five working days either via phone, email or your application platform.
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** Calls made to this number are charged the same as a normal landline, no matter what the phone provider or device. Learn more about call charges
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
Very friendly, helpful and knowledgeable and was able to give me thorough answers to all my questions. Very happy and I look forward to hopefully getting my loan approved so I can get started. Will definitely be spreading the word about this service.
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
71–75 Shelton Street
If you would like to submit a freedom of information request, find instructions on how do this at the British Business Bank website.