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Unsecured Loans For You Ltd are committed to providing the highest levels of service to our customers, however if at any time, you are dissatisfied with any aspect of our service, then we request that you follow our complaints procedure:
Unsecured Loans For You Ltd will aim to resolve your concern or complaint within 3 working days. However should we be unable to resolve your complaint within this timescale then we shall write to you, outlining our reasons including;
Most complaints are dealt with within 5 working days, and we shall update you regularly until the complaint has been satisfactorily resolved.
Should your complaint be complex then it may take us longer to resolve. If we are unable to reach a satisfactory resolution using our procedures as outlined above, we will confirm, in writing, our reasons for the delay and an indication of when we expect a resolution. At this stage, your complaint may be referred to our management team. Unsecured Loans For You Ltd aim to resolve your complaint as quickly as possible, and ensure that our customers are satisfied with our conduct. If you are not satisfied with our proposed resolution or actions, then the member of staff dealing with the complaint will always be happy to discuss your concerns.
If you remain unhappy or dissatisfied then you may ask for your complaint to be reviewed at a higher level by one of our management team. One of our Senior Managers will thoroughly review your complaint. If their investigation is delayed or takes longer than anticipated, they will keep you regularly updated as to progress.
Once the investigation is completed, a Senior Manager will issue a full and final response on behalf of the company, detailing the final position and the reasons for this. We aim to issue our final response within 8 weeks.
Unsecured Loans For You Ltd always aim to deal with all complaints internally, and once our full and final response is issued, we hope that it is to the satisfaction of the customer. However, if you still remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service, and must do so within 6 months of the date of our final response letter being issued.
The Financial Ombudsman Service was set up by Parliament to deal with individual complaints that consumer and a financial business aren’t able to resolve themselves, and is a free service to consumers. However there are some exceptions on what the Ombudsman can look into and further info can be found on their website www.financial-ombudsman.org.uk
If your complaint is urgent you can contact us by phone on 0161 366 8586 please note this number is not constantly monitored.