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 services that we provide.

Whilst we aim to provide outstanding levels of service and suitable advice at all times, we recognise that there may be occasions where you may feel that we could have done better and wish to make a complaint. We treat complaints from clients very seriously and we will investigate with the aim of resolving complaints quickly and satisfactorily. We use the valuable feedback provide from clients during a complaint to try to further improve the quality of the service we provide.

What is covered in our complaint’s procedure?

Our complaints procedure covers complaints which you may wish to make with regard to the advice and services that we have provided to you.

How do you make a complaint?

If you are unhappy with the advice or service, we have provided to you, you should in the first instance discuss the situation with your advisor. Should you be dissatisfied with the explanation he or she has given to you then your complaint will be referred to complaints’ handler.

Alternatively, complaints can be sent:

By post to:

Complaints Department
Easy Loans Company Ltd
1 City Road East,
Manchester
M15 4PN

By email to: complaints@easyloanscompany.co.uk

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 advisor where appropriate. Once all information has been considered you will be sent a final response letter which will confirm whether the company accepts either completely or to some degree your complaint, or does not accept 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.

It is the company’s aim to resolve any complaint satisfactorily within 8 weeks, although where more detailed investigation is required the process may take longer. You will be kept informed of the time scale that will be required for us to investigate your complaint.

Financial Ombudsman Service (FOS)

If you want the Financial Ombudsman Service to consider your complaint, you must send your complaint to them within 6 months of the date of the final response.

To submit a complaint to FOS, please contact
The Financial Ombudsman Service,
Exchange Square,
London,
E14 9SR.

Telephone: 0800 023 4 567 (calls to this number are now free on mobile phones and landlines) 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers).

Email: complaint.info@financial-ombudsman.org.uk.

Website: https://www.financial-ombudsman.org.uk/

 

European Online Dispute Resolution Platform

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 the decision of our complaint’s handler. If this should not be the case, you remain free at all times to seek an independent form of advice.