- The full terms and conditions you agree to are shown to you on-line before you agree to your loan. They are always available to you to see in your on-line account.
We always aim to provide the highest level of service to our customers. But if we fail to meet your expectations in any way, we’d like the opportunity to put things right as quickly as possible.
We operate a simple complaints procedure and want to resolve any problem quickly and effectively.
If you have a complaint, please contact us:
Call 0203 092 0896
Email us at:
Or you can write to:
As soon as we receive your complaint, we’ll investigate the issue raised and try to resolve the matter as quickly as possible, either on the phone or by letter. Depending on the nature of the issue we may not be able to resolve it as quickly as we’d like to; if this is the case, we’ll keep you updated on our progress.
When we reply to your complaint, if you feel our response doesn’t fully address your concerns, please tell the person handling your complaint so we can see if there’s anything else we can do.
We always want to be able to resolve any concerns you raise with us, however where you’re not satisfied with the outcome, or if you’ve not received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service:
Call: 0800 023 4567