You can expect us to be prompt, efficient and friendly when dealing with you and any complaints you may have. Our aim is to provide you with a world class, professional and confidential service.
Occasionally things may go wrong, or we may not live up to your (or our expectations). If that happens we’d like to know about it. We are happy to resolve your concerns. If you have a complaint about the service you have received from us let us know.
Please bring your concerns to our attention as soon as possible. The sooner we know about it the sooner that we can resolve it.
We have formal complaints procedures to ensure that your complaint is handled quickly, fairly and efficiently. More details of this process are available on request.
Your complaint (whether received by telephone, letter, e-mail or fax) will be looked into by one of our senior managers. We aim to resolve all complaints as quickly as possible but will always give you a final response within 8 weeks of your initial complaint.
We will tell you if we need information from someone else to help us look into your complaint. Where necessary, we will get your written approval before seeking information for others in connection with your complaint.
For further information, or to make a complaint, please use Contact Us.
If we are unable to resolve your complaint to your satisfaction you may have the right to refer your complaint to the Financial Ombudsman Service. This would need to be within 6 months of our final response to your complaint. Our staff can assist you with this if required.
Financial Ombudsman Service
Tel: 0845 080 1800
Web site: www.financial-ombudsman.org.uk
European Online Dispute Resolution Platform
In relation to your complaint you can also request a review from the European Online Dispute Resolution platform.
WARNING: LATE REPAYMENT CAN CAUSE YOU SERIOUS MONEY PROBLEMS. FOR HELP GO TO MONEYADVICESERVICE.ORG.UK
Representative Example: Borrow £4,000 over 36 months. Monthly repayment of £194.78. Total repayable is £7012.08. Interest payable is £3012.08. Fixed APR of 49.7%. Interest rate of 41% per annum. Representative APR 49.7% (fixed).