Complaints

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: ps@loans2go.co.uk; 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. You should ensure you include your agreement number (or vehicle registration, if applicable), your full name and address and details of how you would like to receive your response.

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 Professional Standards Team on 0330 400 4379.

 

Complaints Data

Every six months both the Financial Conduct Authority and the Financial Ombudsman Service publish complaints data about individual financial businesses.

Providing excellent customer service and satisfaction is very important to everyone at Loans 2 Go and when things go wrong, we want to resolve them quickly and fairly. We will continue to work hard to improve the products and services we provide to our customers and importantly, to reduce the number of occasions they need to complain to us.

So you can see how we’ve done, we’ve provided a summary of our complaints data for the second half of 2017:

Firm name: Loans 2 Go Limited
Period covered in this report: 01 July to 31 December 2017
* Complaints upheld by firm’ refers to the percentage of complaints that Loans 2 Go Limited has found in the customer’s favour either in whole or part.

Product No. of complaints opened by volume of business No. of
complaints
opened

 

Number of complaints
closed

 

% closed within
3 days
% closed after 3 days but within
8 weeks
% upheld Main cause of complaints opened   
 Hire      Purchase,
 Secured    Loan:
  17.1 per     1000 loans 21 15 53.3%
(8 out of 15)
46.7%
(7 out of 15)
13.3%
(2 out of 15)
 General  admin/Customer  Service
 Bill of Sale,    Secured    Loan:   15.5 per
1000 loans
247 238 39%
(91 out of 238)
61.8%
(147 out of 238)
18.9%
(45 out of 238)
 General  admin/Customer  Service
 Unsecured  Lending:    13.4 per
1000 loans
259 232 34%
(81 out of 232)
66%
(151 out of 232)
12.5%
(29 out of 232)
 General  admin/Customer  Service