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:

Compliance Manager, Loan Bird, 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 initailly 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.

 

Our website is completely free for you to use, but we may receive a commission or fee from some of the companies we feature or introduce you too.

Loanbird.co.uk is a registered Trading Name of RJW Assist LTD. RJW Assist LTD is registered in England and Wales (Company number: 09470548). Registered Address: Brook House, 40 Cuthbert Road, Stockport, Manchester, SK8 2DT. Licenced by the Information Commissioners Office: registration number: ZA436430. RJW Assist LTD is authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under the reference number: 788094. We are a licenced credit broker, not a lender. Loanbird.co.uk does not provide any loan or consumer credit products directly.

The time it takes for you to receive your funds may vary or take longer, this can depend on your chosen lender and whether your bank accepts faster payments. The loan amount and interest rate offered is subject to lender’s requirements and approval.

Warning: Late repayment can cause serious money problems. For help, visit moneyadviceservice.org.uk