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Complaints Policy

All complaints must be made directly to ***.

If you would like to express your dissatisfaction with any of our services, please follow the complaints procedure below. If you have a complaint about your lender, please contact that lender directly.

How to file a complaint

Please provide a detailed description of your complaint along with your contact information to their Compliance department at: ***

You may also direct your complaint to them by post or by telephone:

Telephone: ***

Response time

Upon receipt of your complaint, *** will do their best to resolve it by the end of the next business day.

If they are unable to do this, they will send you a prompt written acknowledgment of your complaint within three (3) working days and tell you who is handling it. In addition, they will provide you with a copy of our complaints handling procedure.

The complaint process might require an internal or external investigation, which may result in a longer resolution time. If they need to investigate your complaint further to respond fully, they will tell you and keep you regularly updated. Please note that complicated complaints might prompt a comprehensive investigation. They will send their final response as soon as possible, but in any case within eight weeks of receiving your complaint. *** regret that not all complaints can be resolved to the satisfaction of the customer.

Financial Ombudsman Service

If you are unhappy with ***’s response to your complaint, you may contact the Financial Ombudsman Service (FOS) for their consideration. The website for the FOS is http://www.financial-ombudsman.org.uk Please contact the Financial Ombudsman Service within six (6) months of receiving our final response.

Note: Please ensure that you are contacting the FOS with regard to the correct party. We and *** are a brokerage service, and not a lender. We do not make credit decisions, issue loans or engage in collection activity. Please contact *** if you have a question about the identity of your lender.

The Financial Ombudsman Service

Exchange Tower
E14 9SR
Telephone: 0300 1239 123
Email: complaintinfo@financial-ombudsman.org.uk

Dispute Resolution

In addition to the options described above, you may also request a review on the European Online Dispute Resolution Platform, located at: http://ec.europa.eu/consumers/odr


If you would like to make a complaint to our trade association - CFA, their contact details can be found below. As a first step, the CFA will refer your complaint to it’s chief executive (or a nominate representative) who will make sure to investigate it and send a response to you.

C/O MacIntyre Hudson
PO Box 17401
B3 2FD
Telephone: 020 3553 3668

Email: enquiries@cfa-uk.co.uk

Please be advised that you can turn to the Financial Ombudsman Service without first referring the complaint to the CFA.

Financial Conduct Authority

If you would like to make a complaint to our regulatory body, please use the details below:

Telephone: 0800 023 4 567 (calls to this number are now free on mobile phones and landlines) 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers).