Complaints Procedure

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Secured and Personal Loans
We are a licensed credit broker, not a lender.
Loans for Homeowners and Tenants
We are a licensed credit broker, not a lender.

No upfront fees to help you find a loan*

No upfront fees to help you find a loan*

Complaints Procedure

 

This notice sets out details of the complaints procedure which we operate to try to resolve complaints which you, the client, may have in relation to the brokerage services that we provide. This complaints procedure is aimed at resolving complaints quickly and satisfactorily and further improving the quality of the brokerage service we provide.

What is covered in our complaints procedure?

Our complaints procedure covers complaints which you may wish to make with regard to the brokerage services that we have provided to you, in particular, the manner in which we have dealt with your creditors and the information we have provided to you about our dealings on your behalf.

How do you make a complaint?

If you are unhappy with the service we have provided to you, you should in the first instance discuss the issue with your point of contact. Should you be dissatisfied with the explanation he or she has given to you then your complaint will be referred to a senior complaints handler.

How will we handle your complaint?

A complaints handler shall be appointed and will consider the contents of your complaint. In certain circumstances we may need to contact you for further information in order to better understand your position.

We will conduct a full investigation into the points raised and discuss the details of your complaint with your personnel where appropriate. Once all information has been considered you will be contacted further to confirm whether the company accepts either completely or to some degree your complaint. Where applicable, you will be advised of what steps the company will take to put right the complaint and ensure the same problem does not re-occur.

A complaint will be acknowledged ‘promptly’ – upon receipt of a complaint it will be responded to within 8 weeks. If no response has been received within 8 weeks the customer can take the complaint to the FOS.

For any complaints you may also contact us via post:

Manchester House
84 Princess Street,
Manchester,
M1 6NG

Financial Ombudsman Service (FOS)

If you are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service, details of which will be provided at that time.
If you want the FOS to consider your complaint, you must send it to them within 6 months of the date of our final response. Their contact details are:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

FOS Website: http://www.financial-ombudsman.org.uk/
FOS Freephone: 0800 0234 567
FOS Telephone: 0300 1239 123
FOS Email: complaint.info@financial-ombudsman.org.uk

In relation to your complaint you can also request a review from the European Online Dispute Resolution Platform : http://ec.europa.eu/consumers/odr

Your Rights

We hope that you will accept our decision. If this should not be the case, you remain free at all times to seek an independent form of advice.

THE GUIDANCE AND/OR ADVICE CONTAINED WITHIN THE WEBSITE IS SUBJECT TO UK REGULATORY REGIME AND IS THEREFORE PRIMARILY TARGETED AT CUSTOMERS IN THE UK.

PLEASE THINK CAREFULLY BEFORE SECURING LOANS AND OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT. SECURITY MAYBE REQUIRED.
ALL LOANS ARE SUBJECT TO AN ASSESSMENT AND CREDIT APPROVAL.
ALL RATES VARY SUBJECT TO LOAN AMOUNT, LOAN TYPE AND STATUS.
REPAYING YOUR DEBT OVER A LONGER PERIOD OF TIME MAY INCREASE THE AMOUNT YOU PAY.
WARNING – LATE OR MISSED PAYMENTS CAN CAUSE YOU SERIOUS MONEY PROBLEMS AND COULD SERIOUSLY AFFECT YOUR CREDIT RATING. FOR HELP GO TO MONEYADVICESERVICE.ORG.UK.

EASY LOANS COMPANY ACT AS A BROKER PROCESSING THE INFORMATION THAT YOU PROVIDE TO US AND PASS THIS ON TO OUR LIMITED GROUP OF THIRD PARTY LENDERS AND BROKERS.
WE DO NOT CHARGE A BORROWERS FEE FOR THE USE OF OUR BROKERAGE SERVICES, HOWEVER WE DO RECEIVE COMMISSION FROM LENDERS (OR OTHER BROKERS) WHEN BORROWERS SIGN INTO A CREDIT AGREEMENT FOLLOWING AN INTRODUCTION THROUGH THE EASY LOANS COMPANY WEBSITE.
IN THE CASE OF SECURED LOANS THE FEE RECEIVED MAY BE UP TO 7%. TELEPHONE CALLS FROM UK LAND-LINES ARE USUALLY FREE, HOWEVER CHARGES VARY FROM MOBILE PHONES SO PLEASE CHECK WITH YOUR NETWORK PROVIDER. CALLS MAY BE RECORDED FOR TRAINING AND MONITORING PURPOSES.
AS OPERATOR OF THIS WEBSITE, EASY LOANS COMPANY IS NOT AN AGENT OR REPRESENTATIVE OF CONSUMERS OR ANY LENDERS AND THEREFORE DOES NOT ENDORSE THE SERVICES OFFERED BY SPECIFIC LENDERS.
THE GUIDANCE AND/OR ADVICE CONTAINED WITHIN THE WEBSITE IS SUBJECT TO UK REGULATORY REGIME AND IS THEREFORE PRIMARILY TARGETED AT CUSTOMERS IN THE UK. FOR MORE INFORMATION ON HOW WE HANDLE YOUR DATA SEE OUR PRIVACY POLICY [ *FOR FURTHER DETAILS ABOUT EASY LOANS COMPANY SEE OURTERMS AND CONDITIONS

Easy Loans Company is a registered Trading Name of Nationwide Direct Financial Limited which is an Introducer Appointed Representative of Quint Group Limited, and is entered on the Financial Services Register under reference number 723650. Quint Group Limited is authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference number: 669450. Nationwide Direct Financial Limited is registered in England and Wales (Company number 05999918), Registered Office; 84 Princess Street, Manchester House, Manchester, M1 6NG. Licenced by the Information Commissioners Office, (registration number Z9808421).

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