Partner support and questions
The questions partners actually ask, answered directly. If yours is not here, ask us and we will give you a straight answer.
Request a callback- Response time
- Same or next working day
- Your contact
- One named person
- Escalation
- Direct, not through a queue
About support & faqs
Partnerships work when the practical questions have already been answered — who does what, when you hear back, what happens if something goes wrong. Leaving those to be discovered mid-case is how arrangements quietly fall apart.
What follows is what partners most often want to know before they send a first case. Anything not covered, put to us directly and we will answer it properly rather than pointing you at a form.
What we commit to
- Contacting your client the same working day where possible, the next at the latest.
- Updating you at each stage rather than waiting until you chase.
- Telling you quickly when a case will not work, and explaining why.
- Never approaching your client about anything beyond the case you referred.
- Settling commission on the terms agreed, without renegotiation after the event.
If something goes wrong
- Raise it directly with your named contact, who has the authority to sort it out.
- If it is not resolved, it escalates to a director rather than into a ticket queue.
- Where a client wishes to complain, our complaints procedure applies and we will tell them how to use it.
- We would rather hear that something has annoyed you than have you quietly stop referring.
Frequently asked
How is commission calculated and when is it paid?
It varies by product and by facility size, so it is agreed in writing with you at the outset rather than published. Payment follows completion of the facility, and we will confirm what a given case is worth to you before you introduce it, not after.
Do I need my client's consent before referring them?
Yes, always. We only contact people who know the introduction is being made. It protects your relationship with them as much as it protects us, and it is the right thing to do under data protection law.
What happens to my client's data?
It is handled under our privacy policy and UK data protection law. Introduced clients are not added to marketing lists without their agreement, and their details go no further than the funders actively considering their case.
What if the case is declined?
We tell you and the client promptly, explain the reason, and set out what would need to change for it to work later. A referral that simply goes quiet is far worse for your relationship than a clear no.
Can I refer a client outside my own sector?
Yes. There is no restriction on the kind of business you introduce. If it is something genuinely hard to fund we will tell you early rather than letting it drift.
What if I am not sure my permissions cover this?
Tell us and we will work it out together before anything happens. Depending on what you are proposing, the right structure may be a simple referral, or it may be a formal introducer or appointed representative arrangement.
You might also want
Send us a case and see how we handle it
No agreement needs signing to have the first conversation. Tell us what you keep running into and we will tell you whether we can help.
