We want to put a smile on your face every time you use our service. So if you have recently received a loan from us and aren’t happy with our service, please tell us.
We hope it never comes to this, but if you still feel unhappy after discussing the matter with us, you can make a formal complaint in writing to firstname.lastname@example.org. We will normally respond to your complaint – and endeavor to resolve it – within 48 working hours. If your complaint is particularly complex, however, it may take longer to investigate. In these cases, we will always explain why there is a delay and tell you when we will contact you again. If you are not satisfied with our response you can appeal the decision by writing to us again, stating your objections and providing any new information to be considered.
Finally, we are registered with the National Credit Regulator, so you can register a complaint via them if you have already contacted us and feel we have not responded to your concerns or resolved the matter fairly.