Complaints Handling Procedure

Complaints Handling Procedure

We work hard to deliver the best possible service for any individual using the Loan Bird platform. Our customers are at the heart of everything we do and we pride ourselves on delivering the highest level of service. However, we do understand that sometimes this level of service can slip from time to time and can lead to complaints.

So, if there is something that you are unhappy with then please let us know immediately. Please see our complaints procedure below and we will always endeavour to get back to you as soon as possible.

Our complaints procedure is as follows:

Please send us your details and a description of your complaint, how you think we can resolve it and any other relevant information.

In writing to:

Complaints Manager, LoanBird, Brook House, 40 Cuthbert Road, Stockport, Manchester, SK8 2DT

Email:

customerservice@loanbird.co.uk

How long will it take?

Your complaint will be acknowledged in writing within 5 working days of receipt. We will do our best to resolve your complaint as quickly as possible.

Sometimes it can take longer to fully investigate a complaint, especially if it’s particularly complex, which may take longer to resolve. We will always try our best to respond to your complaint as quickly as possible. We’ll send you our final response no later than 8 weeks from when you initially complained.

If we can’t complete our investigation 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 or are not happy with our final response, at this point, you can refer it to the Financial Ombudsman Service.

Financial Ombudsman Service (FOS)

The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right. So, please contact us first and we will do all we can to help you.

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,
London,
E14 9SR

Telephone: 0300 1239 123. Calls to this number cost no more than calls to 01 and 02 numbers 0800 023 4 567 calls to this number are now free on mobile phones and landlines

Email: complaint.info@financial-ombudsman.org.uk

Information regarding the service can be found on the Financial Ombudsman website:

https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

European Online Dispute Resolution Platform

In relation to your complaint, you can also request a review from the European Online Dispute Resolution platform.