Complaints Handling Policy
We always endeavour to treat our customers fairly and deliver a high level of service in all areas. If for any reason you are unhappy with the service provided, we would encourage you to discuss your concerns with our dedicated complaints handling team. You can contact us by:
- Sending a letter to: Professional Standards, Loans 2 Go, Bridge Studios, 34a Deodar Road, London, SW15 2NN;
- Sending an e-mail to: email@example.com; or
- Calling us on 0330 400 4379 between the hours of 9:00 and 17:00.
In order to assist us in dealing with your complaint fully and as quickly as possible please ensure any communication you send us contains as much detail about your complaint as possible. We endeavour to acknowledge all complaints in writing within 5 working days of their receipt, either by letter or email. We aim to send you a Final Response within 4 weeks of the receipt of your initial complaint and we are obliged to send this within 8 weeks. If you are not satisfied with the Final Response or with the complaints process generally you may refer your complaint to the Financial Ombudsman Service. The address of the Financial Ombudsman Service is: Financial Ombudsman Service Exchange Tower London E14 9SR If we can’t respond in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response. If you’re unhappy with the progress of your complaint at this point, you can refer it to the Financial Ombudsman Service. Alternatively, you may contact the Consumer Credit Trade Association; of whom Loans 2 Go are a member, who offer a conciliation service in order to help resolve disputes of this nature: Consumer Credit Trade Association Airedale House Aire Valley Business Park Dowley Gap Lane Bingley BD16 1WA If you require any additional assistance or clarification, please contact the Customer Satisfaction Team on 0330 400 4379.