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Complaints Policy

Last updated: August 2026

How to Make a Complaint

We take all complaints seriously and aim to resolve them promptly and fairly. If you are unhappy with any aspect of our service, please contact us via the form on our website.

Please provide as much detail as possible including your name, contact details, and a description of your complaint.

Our Process

  • Acknowledgement: We will acknowledge your complaint within 5 business days.
  • Investigation: We will investigate fully and keep you updated on progress.
  • Resolution: We aim to provide a final response within 8 weeks of receiving your complaint.

If You Are Not Satisfied

If you are not satisfied with our final response, or if we have not resolved your complaint within 8 weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS):

Complaints About a Lender

If your complaint relates to a loan product or a lending decision, you should contact the lender directly in the first instance. Contact details for lenders will be provided during the application process.