At My Loan Choice, our customers should always expect the highest standards of service and care.
WHAT TO DO IF YOU HAVE A COMPLAINT
At My Loan Choice, our customers should always expect the highest standards of service and care throughout their experience with us, but we know that sometimes things don’t always go as expected.
In the rare event that you are not happy with our service or feel that you have not been treated fairly, we want to hear from you straight away so we have the opportunity to make things right.
So that we can solve your complaint quickly and ensure that you speak to the right person, we have an internal complaints handling procedure, which is detailed below for you.
1ST STEP – CONTACT US
Let’s talk about it. Most issues can be handled directly by getting in touch with our trained Customer Service Team via the form on our Contact Page.
Alternatively you can email us on: firstname.lastname@example.org
Our team is trained to help you with any problems you may have with our service and we find most issues can be resolved immediately.
2ND STEP – IF YOU DON’T FEEL YOUR ISSUE HAS BEEN RESOLVED
If you have spoken to the customer service team and don’t feel that your issue has been addressed adequately, then we will escalate your complaint and you will receive a formal acknowledgement within 3 working days – we will always do our best to resolve your complaint as quickly as possible
If you feel as though your complaint should be treated as a formal complaint straight away, please email us at email@example.com with the subject line “Formal Complaint” so we can make sure it is handled correctly, and as quickly as possible. You can also email us via the form on the contact page in the same way.
Please try to include as much information as possible at this stage to assist us in getting to the root of the problem quickly and to ensure we investigate everything for you.
The investigation will be handled by someone who was not involved in your original dealings with us.
We always aim to return a final response to you within 4 weeks of any complaint, however sometimes if a complaint is particularly complex, it may take longer to resolve so please bear with us. In the unlikely event that we require more time to complete the investigation, we will send you our final response no later than 8 weeks from when you first complained. If we can’t complete our investigation in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response.
3RD STEP – IF OUR RESPONSE DOES NOT RESOLVE YOUR COMPLAINT TO YOUR SATISFACTION
If you’re not happy with our final resolution or we have taken longer than 8 weeks to investigate your complaint, you can refer your complaint to the Financial Ombudsman Service.
You must approach the Financial Ombudsman Service within six months of our Final Response to your complaint.
We’ll remind you of the time limit in our Final Response Letter.
Financial Ombudsman Service Contact Information:
Phone number: 0300 1239 123
Email address: firstname.lastname@example.org
If you have any questions regarding the My Loan Choice complaints policy or require further information, please get in touch.