How To Make A Complaint

We are happy to say that almost all of the visitors to this site leave satisfied. That being said there are the odd occasions when what we are able to deliver falls short of our visitor's expectations.

For circumstances such as these, there is a procedure set out by the authorities on how lenders/brokers should deal with complaints. On this page we will go into detail on what your rights are if you are unhappy, and how we will deal with your complaint.

It is worth noting that 99% of the complaints we receive have nothing to do with us. These complaints relate to members of the public being cold called by rogues who claim to be working for this site. They ask for upfront payments in order to process loans. They are of course bogus, but unfortunately, a lot of people fall for it. In these circumstances, we cannot help in any way, except to point you towards registering the complaint with Action Fraud. You can register the issue with the Ombudsman but as we understand it, they cannot look into the complaint because it has not related to us and we have no relationship with you.

For other complaints - In the first instance, we ask that you contact us in writing. You can do this online using our email address complaints@loansforstudents.co.uk

On receipt of a complaint, we will write to you acknowledging that we have received the details of the dispute. This will usually take place within 5 working days.

We have a maximum of 8 weeks to investigate the complaint and formulate a response to you. In this response will be details on what we have found and what we intend to do about the complaint to make it right. In most cases, we can reply with a response within 1 week.

If our response does not satisfy you, you can appeal in writing to the Financial Ombudsman Service.

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

The Ombudsman Service will investigate the issue further. This includes contacting us if needed.

http://www.financial-ombudsman.org.uk/