Our customers are at the heart of our business and we’re committed to giving them the highest quality service we can. So if you’re not happy with our service, please let us know so we can put things right.

Complaint Resolution Process

How to contact us with a complaint

  You may find it easiest to contact us by email. However you can also write to us with the details of your complaint, or telephone our customer service team.

Please remember to include these details -

• Your name
• Email address associated to your account.
• A description of your complaint, including supporting documentation
• What we can do to put things right.

  If you are a Claims Management Company (CMC) or another 3rd party making a complaint on behalf of a customer, we require the authority of our customer to deal with the request.

By email: lloansdirect@eaffy.com
In writing:
To the Complaints Manager
N2 9ED

  We're here to help Monday to Saturday 7am-8pm, Sundays and Bank Holidays 8am-5pm. Calls are charged at standard rates for your phone provider. If you are considering using a Claims Management Company (CMC) to make a complaint you should be aware that most CMCs claim a large percentage of any redress you may be due. Complaining directly to us means you will not incur these fees and your complaint will still be handled in exactly the same way. For more information on CMCs please read this publication by the Financial Conduct Authority (FCA).

How long will it take?
  We will acknowledge your complaint within 5 business days and we’ll try to resolve it as soon as possible. If your complaint is complicated this may take some time, but we will keep you regularly updated about our progress and let you know if we need any further information from you.

  We'll send you our final response within 8 weeks. If we can't respond in this time, we'll contact you to explain the delay and give you an indication of when to expect our response. If you’re unhappy with the progress of your complaint at this point, you can refer it to the Financial Ombudsman Service.

How to contact us about our FCA redress programme:
  If you are a Loans Direct customer and believe you have been affected, but have not received any communications from us, please call Customer Care. We're here to help Monday to Saturday 7am-8pm, Sundays and Bank Holidays 8am-5pm. For more information you can read our Terms and conditions.

General: Where to go if you’re still not happy:
If you’re unhappy with our final response, you may contact:
Financial Ombudsman Service (FOS)
  If you want the FOS to consider your complaint, you must send your complaint to them within 6 months of the date of our final response. Their contact details are:

The Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone: 0800 023 4567.
Email: complaint.info@financial-ombudsman.org.uk

  Further information about the FOS can be found on their website at www.financial-ombudsman.org.uk .

Online Dispute Resolution Platform
  If you want to submit a complaint online, you can use the Online Dispute Resolution Platform.