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Making a Complaint

First of all we are sorry if things have got to a point where you feel you need to make a complaint. The information below lays out the ways in which we aim to resolve problems in a way which resolves matters satisfactorily for everyone.

 

Let us know!

 Should there be an issue that you need to make us aware us, you first need to register your complaint with us. You can do this either in writing or verbally over the phone. Our details are available on our contact page.

Please let us know the reasons for your grievance and how we can make it better. The more detail you give us, the easier it will be for us to resolve the matter.

We are able to deal with a wide range of problems but there is one that is outside of our staffs purview. This is for customers who are upset that their applications have not been accepted. Our staff do not have that information available to answer any questions on failed applications and only have access to customers accounts that have been accepted.

In these cases, we can regret we are unable to help further.

 

Allowing Us Time To Deal

When we receive your complaint, we promise to send acknowledgement to you within 5 working days. 

Our aim is to resolve complaints as quickly as possible. Sometimes that is not always possible and on some occasions it may take up to 8 weeks to resolve. When we reach a final decision we will make this available to you in writing.

 

Still unhappy?

If you are not happy because we are taking too long or have not been able to resolve the issues. You can escalate the matter to the Financial Ombudsman Service via the contact details below.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9 123
Or Email: This email address is being protected from spambots. You need JavaScript enabled to view it.