How to Make a Complaint
If you're unhappy with our service, we want to hear about it and put things right. This page explains how to raise a complaint and what happens next.
Our complaints process
Email our team with the details of your complaint and we will acknowledge it and investigate. We aim to send you a final response as quickly as possible, and within eight weeks at the latest. Complaints about your loan agreement itself — rather than our matching service — should also be raised with the lender directly, as they are responsible for decisions made on your account.
Contact us
Send your complaint to our support team:
Please include:
Your full name and contact details
The email address or phone number you used to apply
A clear description of what happened and when
What outcome you're looking for
Financial Ombudsman Service
If you're not satisfied with our final response, or we haven't resolved your complaint within eight weeks, you can ask the Financial Ombudsman Service (FOS) to look into it independently, free of charge.
financial-ombudsman.org.ukNothing in this process affects your statutory rights as a consumer.