How to make a complaint

What happens if something goes wrong?

We’re sorry that you’ve had a disappointing experience with us. Please do let us know what went wrong. That way we can do everything possible to make it right and apologise. It’ll also help us improve our service.

We hope you will find us to be prompt, efficient and friendly.
Our aim is to provide you with a best in class, professional and friendly service. But we also know that we’re not perfect, so if something goes wrong, we will do everything we can to make it right and live up to our own values.

Tell us about it

Email loan support icon troppus@loan.co.uk

Phone loan icon 0820 131 0080

or

Loan.co.uk, 46 Alexandra Street, Southend-on-Sea, Essex, SS1 1BJ

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How we will respond

We’ll always do everything we can to resolve your complaint immediately.

If that’s not possible, we’ll acknowledge your complaint within five working days of receiving it. We’ll assign an independent party within the company to investigate the complaint and we’ll send a final response within four weeks.

If the complaint isn’t resolved by then, we’ll send an update. We’ll send a final response to you within eight weeks of receipt of your complaint.

If we’ve been unable to submit a final response, we will provide a further update and advise when you can expect the final response.

If you haven’t received a final response eight weeks from receipt of your complaint, you’re dissatisfied with the final response or any other part of the process, you can write to

Financial Ombudsman Service address iconFinancial Ombudsman Service (FOS),
Exchange Tower,
London, E14 9SR

Phone Financial Ombudsman Service icon  0845 080 1800

Financial Ombudsman Service Website icon  www.financial.ombudsman.org.uk

You must refer your complaint to the FOS within six months of the date on the final response.

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