Internal Complaints Procedure
Our Complaints Policy
We're committed to providing a great service to all our customers. When something goes wrong, we want to know about it as we value the opportunity to improve our standards and our services for all customers.
How to Make a Complaint
Our Customer Support staff are on hand to listen to your concerns and to sort things out as quickly as possible. They can be contacted by:
1Plus1 Loans Ltd
Yates Barn
Netherley Road
Tarbock
Merseyside
L35 1RG
Although we have eight weeks to consider your complaint according to the regulations, we’ll try to resolve your case as quickly as possible. If we have not resolved it within this time, you have the right to refer the matter to the Financial Ombudsman Service, free of charge, within 6 months.
What Will Happen Next?
We'll always try to resolve your complaint as quickly as possible. However, sometimes due to the nature of the complaint, we may be unable to resolve it immediately.
In that case:
- We’ll take it away and aim to sort things out as soon as we can.
- We’ll keep you updated throughout our investigation.
If we haven’t resolved your complaint within 5 working days:
- We’ll send you an acknowledgement letter within five days.
This letter will include:
- A copy of this procedure.
- The name and position of the person who will investigate your complaint.
- The expected timescale for a response.
If our investigation takes longer than 4 weeks:
- We will write to you explaining the delay.
- We'll let you know when we expect to respond.
If we cannot provide a final response within 8 weeks:
- We will write to you again to explain why.
- We will provide details for contacting the Financial Ombudsman Service.
What If I Am Not Happy with the Outcome of the Complaint?
We pride ourselves on delivering fair outcomes for our customers and are sorry if any customer is unhappy with the decision we have made.
If you remain unsatisfied with our response, you have the right to refer your complaint to the:
Financial Ombudsman Service (FOS)
A free, independent service for resolving disputes between customers and financial services institutions.
complaint.info@financial-ombudsman.org.uk
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Alternatively, you may seek resolution through the Consumer Credit Trade Association (CCTA) Conciliation Procedure:
Consumer Credit Trade Association
Airedale House
Aire Valley Business Park
Dowley Gap Lane
Bingley
West Yorkshire
BD16 1WA
