How to make a complaint

At Loans Warehouse we pride ourselves on the high level of service we offer to all our customers. Our business is built on it.

From your perspective, you should always find your dealings with Loans Warehouse to be friendly and professional. After all, it’s you, the customer that comes first.

However, we do appreciate that on occasion you may have cause to complain and would therefore encourage you to let us know.

Should you be unhappy with anything, the first port of call is our staff who will be more than happy to help and will do their best to put things right as soon as possible.

Our complaints procedure is designed to provide you with a swift resolution to any issues you may have with any aspect of our service. We therefore promise to:

• Listen to your complaint in full
• Understand the issue you have raised
• Provide you with an explanation
• Resolve the issue as soon as possible

What next?

1. Contact us on the telephone number or email address below, whichever is easiest for you, and we will do our very best to ensure your complaint is dealt with immediately.
2. If your complaint is one that we can resolve within 3 business days, we will contact you to explain the outcome of our investigation and any proposed resolution. Should this be acceptable to you, it will be confirmed in the Summary Resolution Communication letter.
3. Should we believe that it will take longer than 3 business days to respond to your concerns, we will send you written acknowledgement of your complaint within 24 hours of receipt. This will include a copy of this policy along with the name and contact details of the person responsible for answering your complaint. At 4 weeks, if we have been unable to answer your complaint, we will send you a holding letter explaining our progress.
4. If after 8 weeks we have been unable to provide you with a final response, we will write to you explaining why and when you should expect to receive our final response.

In the vast majority of cases we are able to resolve any issues quickly and efficiently by working with you to address them. However, should you feel that your complaint has not been dealt with satisfactorily, you have the option of contacting the Financial Ombudsman Service (FOS) who may be able to take your complaint further. You have 6 months from the date of our final response to refer your complaint to
FOS (https://www.financial-ombudsman.org.uk 0800 023 4567).

Head of Compliance
Loans Warehouse Ltd
Unit 1A The Boulevard
Blackmoor Lane
Watford
WD18 8YW

T: 01923 660216
E: complaints@loanswarehouse.co.uk