Concerned about damp and mould? Talk to us

Secured loans complaints

We want you to be happy with the services you receive and we want to know when we get things right. We want to improve on what we do by building on our successes and learning from our mistakes by:

  • Listening to your feedback, good or bad
  • Dealing with complaints efficiently and effectively
  • Keeping you up-to-date with progress
  • Being honest and open about the process

In line with our equality and diversity policy, we will ensure that the most urgent consideration is given to complaints relating to harassment and discrimination.

If we fail on our promises, you may want to make a complaint, this leaflet tells you how to do it.

How to complain:

If you can’t do this yourself, ask a friend or relative to complain for you.

  • We want to resolve your complaint straightaway and, in the majority of cases, the first person you speak to will usually be able to resolve things for you, after which you will receive a letter confirming the resolution of your complaint. If we’ve not been able to do that by the end of the third business day after we’ve received your complaint, we’ll write to you to acknowledge your complaint and tell you who is dealing with it.
  • We will then keep you up to date while we are investigating your complaint, until we provide you with a formal resolution letter.

Alternatively, after receiving a summary resolution communication, you may exercise your right to refer your complaint to the Financial Ombudsman Service. Typically you have six months from the date of our summary resolution communication to do this.

The Financial Ombudsman Service
Exchange Tower
E14 9SR
0800 0 234 567

Places for People Secured Loans
4 The Pavilions
Port Way
01772 666 100