Complaints
Hello there, valued customer.
Our goal is to make your financial journey as smooth and hassle-free as possible. However, we understand that sometimes things may not go according to plan, and we want to address any concerns you may have promptly.
Our Commitment to You
At LoansHouse, we take your feedback seriously. We view complaints as an opportunity to learn and improve, and we are committed to resolving any issues you may encounter. Your satisfaction is our top priority.
How to Reach UsWe’ve made it easy for you to voice your concerns. Please choose from the following options:
Post: Complaints Manager, Reeks marketing Ltd, 562 Oldham Road, Rochdale, England, OL11 2AZ
Email: Send us an email at support@loans-house.com
What happens next?
As soon as we receive your complaint, our dedicated team springs into action. Our goal is to resolve your concern by the end of the following business day. To help us assist you swiftly, please provide a daytime telephone number when you submit your complaint.
Keeping You Informed
If, for any reason, we can’t resolve your complaint within 7 business days, don’t worry. We’ll send you a letter within 5 days of this timeframe elapsing. This letter will contain: The name and contact details of the person handling your complaint.A summary of your complaint as we understand it.A clear outline of the steps in our complaint procedure.
Thorough Investigation
Once you receive the letter, we kick off a comprehensive Management Investigation into your concern. While the Financial Ombudsman Service (FOS) gives us up to 8 weeks for this process, we’ll do our best to complete it sooner. We’ll keep you in the loop regularly as we work to resolve the matter.
Final Written Response
After the investigation, you’ll receive a Final Written Response.. This response will include:A summary of what we discovered during the investigation.The actions we’re taking to address your concern.
What If You’re Not Satisfied?
We hope that you’re satisfied with the outcome of our investigation. However, if you’re not, you have the option to escalate your complaint to the Financial Ombudsman Service (FOS). Just remember, you must do so within six months of receiving our letter, or you may lose the opportunity to refer the complaint.At LoansHouse, your feedback is invaluable, and we’re committed to making things right for you. Thank you for trusting us with your financial needs.
You can contact The Financial Ombudsman Service by:
Post: Exchange Tower, Harbour Exchange, London, E14 9SR
Email: complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4567 calls to this number are now free on mobile phones and landlines or;0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers)
European Online Dispute Resolution Platform
In relation to your complaint, you can also request a review from the European Online Dispute Resolution platform