Complaints Policy

    We pride ourselves on executing excellent customer service and are renowned for delivering the best experience to our customers.  From time to time there will be unfortunate events or circumstances that may arise which may cause you to feel the need to contact us and inform us of these said issues. 

    If you are unhappy with the service that you have received or have any complaints regarding the status of your application, then the following information will be beneficial for you to read just in case you need to contact us in the future.

    Our Complaints Procedure

    If You Need To Contact Us With A Complaint

    The best way to contact us if you have a complaint is to call us, as we feel that it’s always best to directly speak to one of our team who will in some way be able to resolve the complaint in the fastest way possible. 

    There are two other methods if you do feel you would like to take the matter further.  You can send us an email or if you would like you could also write to us and we will view the information sent and find a resolution in the quickest time but always give each individual complaint the time it deserves.

    If you do decide to write to us or call one of our team representatives, please ensure that you have the following information to hand: -

    1.     Your Name

    2.     Your Email Address That Is Connected To The Account

    3.     A Full Description Of Your Complaint Along With Any Supporting Documentation

    4.     How You Feel We Can Resolve This Issue

    5.     Any Account Numbers Or Reference Numbers That Relate To The Account

    Our three forms of communication are as below, If you are a third-party Claims Management Company then we would need written confirmation that you can deal with the complaint of their behalf.

    Email Address

    In Writing:
    Complaints Handling Manager
    Loans For Bad Credit
    12 Churchfield Court
    S75 2JT

    By Telephone                01226 420013

    How Long Will It Take?

    Your complaint will be acknowledged within 5 working days of the date of your initial communication.  We will try to resolve this as soon as possible, although if your issue is more complex then it may take more time.  We will endeavour to keep you regularly updated regarding your issue and always inform you if we require any other information in relation to the complaint.

    You should receive our final response within 8 weeks, however if we are unable to do this then we will inform you of any delay and explain our reasons for this.  We will then try and offer an indication of a potential date when we believe that the complaint should be resolved.  If in any way you are unhappy at how long the progress of your complaint is taking then you are always free to contact the Financial Ombudsman Service.

    Where Can You Go If Your Still Not Happy

    If when we send our final resolution response you are still unhappy, then you may contact: -

    Financial Ombudsman Service (FOS)

    If you would like the FOS to consider your complaint then you must send them a copy within 6 months of the date of your final response from us.  There details are as follows: -

    The Financial Ombudsman Service
    Exchange Tower
    E14 9SR


    0800 023 4567


    You can find out further information about the FOS at their website

    Online Dispute Resolution Platform

    If you would like to submit a complaint online, then you can use the Online Dispute Resolution Platform 

    We will always take your complaint seriously and treat each individual issue with the respect that it deserves.

    Authorised and regulated by the Financial Conduct Authority 763132

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