At Loan.co.uk Limited all of our customers are important to us, and we believe you have the right to a fair, swift and courteous service at all times. Our process has been designed in accordance with the requirements of the Financial Conduct Authority and the Consumer Credit Act to ensure that we safeguard you interests at all times.

You should find your dealings with us to be prompt, efficient and friendly. Our aim is to provide you with a best in class, professional and friendly service. However, if you have a complaint about any aspect of the service you have received, our staff will be happy to help resolve your concerns.

We have a formal complaints procedure to ensure that your complaint is handled quickly, fairly and efficiently; this leaflet is designed to provide you with details of this process.

We recommend that you bring your concerns to our attention as soon as possible - the sooner we know about it the sooner we can seek to resolve it. We will deal with all complaints promptly, effectively and in a positive manner.

If you wish to make a complaint or raise a concern, please call us on 0800 131 0280 or alternatively write to 46 Alexander St., Southend – on – Sea, Essex SS1 1BJ or contact@loan.co.uk. We will always endeavour to resolve your complaint immediately, however in the rare event that we are unable to resolve your concerns over the telephone by close of business the following working day after you have lodged your complaint, we will follow the process detailed below:

  • On receipt of your complaint (whether received by telephone, letter, email or fax) the matters raised will be investigated by an independent party within the Company. We will acknowledge your complaint within 5 working days of receipt of your complaint.
  • We will investigate your complaint and endeavour to send a final response within 4 weeks. If we are unable to provide you with a final response by this time we will send you an update.
  • We will aim to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide this by this time, we will write to you explaining why and advise you when you can expect a final response.
  • If more than 8 weeks from the date of your complaint has passed and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can write to:

Financial Ombudsman Service (FOS),
Exchange Tower,
London, E14 9SR
Tel – 0845 080 1800 www.financial.ombudsman.org.uk

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.