Our complaints procedure explained:
Step A – If at any time you have cause for complaint, please email us (shown below) or in writing. In some instances we may not be able to resolve the problem immediately however, we will aim to resolve it within 14 working days.
If we are able to resolve your complaint within 14 days, an outcome letter will be sent to you confirming 1) that your complaint has been resolved and 2) if you subsequently decide you are unhappy after receiving the letter, you can refer your complaint to the Financial Ombudsman Service.
If you feel unable to discuss your concerns with us, then please refer your complaint directly to our Customer Service Team who are based at our Head Office, address below. You will need to set out your concerns fully so that we can investigate the matter in full.
Step B – If we have been unable to resolve your complaint, or if you feel that your complaint has not been resolved to your satisfaction within 14 days, it will be escalated and reviewed by our Customer Service Team.
A member of the Customer Service Team will contact you directly in order to resolve the complaint and will aim to issue a final response to your complaint within 8 weeks. If we are unable to do this, we will advise you accordingly.
Step C – We are always looking to resolve complaints internally however, if you remain unhappy after receiving the final response from our Customer Service Team then we will pass your complaint to the Financial Ombudsman Service.
Please Note: please be aware that we do not issue loans directly, we are a broker and as such we only find loans from our selected panel so we would need to wait for a response from the company issuing the loan, if the problem is based around our site and anything located within our site we can you can rectify the problem within the 14 day grace, if your problem cannot be satisfactory dealt with we would refer your complaint to the Financial Ombudsman Service.
Financial Ombudsman Service
The Financial Ombudsman Service is an independent expert who can investigate and resolve outstanding disputes between financial services companies and their customers. The scheme covers various activities, and you have the right to have your complaint investigated by the Ombudsman impartially and independently, free of charge.
The Financial Ombudsman Service will only consider your complaint once we have issued a ‘final response’. You have 6 months from the date of our ‘final response’ to take your complaint to the Financial Ombudsman. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. The address of the Ombudsman is provided below:
Financial Ombudsman Service
Tel: 0845 080 1800
Our Head Office Address:
32 Quorn Close
Phone: 0115 9206330
Email Reference: Complaint