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We're sorry you've have been displeased with our service. Our aim is to offer you with the highest level of service. However, if there are any occasions on which our service did not meet your outlooks, please do not hesitate to contact us.

This document sets out how we respond to your complaints about our services and products.

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How to Complain

Handling Your Complaint

We aim our best to resolution your complaint by the end of the next business day after the day we receive it (excluding weekends). If we cannot resolve it by end of the next business day, we shall send you an acknowledgement within 5 working days of getting your complaint.

We aim to resolve all complaints within eight weeks. After examining your complaint, we will send you a final writing reply and advise you whether we have upheld the complaint or not.

Where we have supported your complaint, we shall highlight to you how we will resolve your discontent. If you agree to the resolve, then we will consider the grievance closed. If we did not uphold your complaint, then we shall advise you consequently of the reason and how we reached this outcome.

If you are discontented with the outcome of the complaint, then you can escalate your displeasure to the Financial Ombudsman Services (FOS). The details of the FOS are available below.

Where we cannot resolve your complaint within the prescribed eight weeks, we shall advise when we shall be able to resolve the complaint and offer you with a copy of the FOS explanatory leaflet which will offer you with enough information, should you want to refer your dissatisfaction to the FOS directly. We will write to you again once we have completed our study and advise you of the outcome.

*Calls charged at no more than 5p per minute for BT customers (other networks may vary).

In the event you want to refer the matter to the FOS, you should do within six months of receiving our final response.

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