Building strong and lasting relationships with our customers is important to us. So, if you've been let down in any way, please let us know by contacting our dedicated Customer Support team via live chat (you’ll need to be logged in to do this) or you can call us on +44 (0)20 3405 9775.
If we’re unable to resolve your issue or you’re unhappy with our resolution and would like further support, please let us know by emailing us on [email protected].
The complaints process
Once we’ve received your complaint via email, you should expect an acknowledgment from our complaints team within five working days. Depending on the complexity of the issue, a final response may take up to eight weeks, but our aim is to provide you with a resolution as quickly as possible. We’ll keep you updated while we investigate and we may contact you for more information if necessary.
Escalating a complaint to the Financial Ombudsman Service
If you’re dissatisfied with either our final response or the reasons for any delay in providing our final response, you may be able to ask the Financial Ombudsman Service for an independent review. This will depend whether your loan is regulated or unregulated – we’ll let you know which category yours is during the complaints process.
A regulated loan falls under the protection of the Financial Conduct Authority (FCA) – an independent organisation who protect consumers from incorrect advice and misleading behaviour from lenders and brokers. Essentially, an FCA-regulated loan carries more protection than unregulated loans, giving consumers an extra level of safety beyond common law or the existing consumer protection laws.
If your loan is regulated, you’ll have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of the final response.
How to contact the Financial Ombudsman Service
Phone
+44 (0)800 0234 567 (free from landlines)
+44 (0)300 1239 123 (charged at a national rate)
Post
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
For more information, you can download this short guide.