Complaints Procedure

We are always keen to hear from our customers about any feedback they have related to our products and we employ a whole team of customer support staff for the purpose. The quickest way to contact is us generally via email using this web form where you can expect one of our representatives to get back to you in a timely manner regarding your complaint.

When it comes to financial products it is important that before you complain elsewhere about their services you complain to the company who sold you the service first. This gives us a chance to put it right without needing to waste your time with lengthy arbitration processes and third-party mediators when they are not needed. Generally, complaints can be sorted out quite quickly once we are notified of them.

Our dedicated customer support team is available 24/7 to receive your calls and there are never fewer than 8 operatives available to hear a call from one of our customers. This is a part of our company policy of ensuring that we are always available for communication with those who have taken out a loan with us.

Once you have brought the problem to us, if you feel we have not rectified it to your satisfaction you are then entitled to bring your case to the Consumer Financial Protection Bureau who will then take steps to impartially investigate your claim if necessary. The vast majority of complaints will never come to this, however, as they can be effectively resolved by the company in question.

Once the Consumer Financial Protection Bureau takes on a claim, a high percentage of those claims are awarded to the claimant. This gives you the satisfaction of knowing that you can take out financial products with all of the protection necessary if a company fails to live up to your standards.

After you have complained to us, we immediately forward your complaint to the appropriate staff member or manager who will then respond to you within a few days depending on the importance of your complaint. If there has been a misunderstanding than details will be clarified and if you are left out of pocket because of a mistake on our part then you will be compensated.

It is also important to remember that according to a customer survey mounted in 2011, 96% of our customers have said they would recommend us to family and friends. The vast majority of the people who deal with us are happy with the product that they receive and we pride ourselves on maintaining high standards of customer service across the business.

It is for exactly that reason that we make it easy to make a complaint to us – so that we can quickly rectify any issues that may arise, keeping all of our customers happy customers. So, if you have any feedback whatsoever feel free to contact us any time of the day or night to let us know your thoughts on our service.