Do you have a complaint?
Applying for a loan can actually be quite stressful, especially if you are under financial pressure for the loan to be sorted quickly. We do not want even one of our customers to be unhappy so we have designed this website to help anyone who has a complaint or is unhappy with any aspect of our service.
In the vast majority of cases a complaint can be avoided by clearing up a misunderstanding and so we have explained a few of the common misunderstandings below. Please take a minute or two to see if your problem is answered below. We really want to avoid even a single customer being unhappy.
If your problem is not answered below, you need to contact our online customer service. We do not have a customer service telephone number. This really is the quickest way for us to deal with your query and someone will get back to you normally within 60 minutes during working hours. You just need to log in to your account and go to the contact us section.
How can we help?
This website still has not helped
I have not received my loan pack
Your loan pack is posted the day that you make your application but if you dont receive it after a couple of days then you can request a duplicate loan pack by logging into your account.
How much has my application been accepted for?
If your application has been accepted then you will be able to borrow between £500 and £5,000 subject to our terms and conditions.
The exact amount depends on your credit search but our average loan amount is £3,000 and most customers are accepted for more than they applied for. Examples are in your loan pack so you can choose the amount you wish to borrow.
I have returned my loan pack but have not yet received my loan
When you received your loan pack you will have been given a customer services telephone number that you can ring to get an update. If you cannot find the number it will be on your Loan Decision Page when you log into your account.
Do I need a guarantor?
No, you do not need a guarantor.
You do have the option of a guarantor loan though if you prefer. The only reason people sometimes go for the option with a guarantor is that you can generally take a larger loan amount and you also get a discount.
If you don’t have a guarantor it’s not a problem as long as you have confirmed that you meet our criteria and we have accepted your application.
When will my first payment be?
Your first payment will be a documentation fee of £69. This will be charged to the account that you detail in your loan application on your next payday. It is refundable in full if you decide to cancel your loan application within the next 14 days.
Your loan repayments will start the month after your loan has been paid into your account and they will be made monthly by standing order or direct debit. Your payments will normally be set up for your payday but if your prefer to pay on a different day just let us know and we will change it for you. If you do not get paid monthly, we can also arrange for you to weekly or fortnightly.
How much will my repayments be?
Your minimum loan repayment will be set at £99 per month but you can make overpayments at any time to pay the loan off quicker and you can settle your loan early at any time without any penalty. This means that no matter how much you borrow we can set your minimum payment at £99 but we would advise you to pay as much each month as you can because the quicker you pay your loan back the less interest you will pay.
What will my APR be?
Our Representative APR is 55.9% but this does vary and will depend on your credit search. When you receive your loan pack it will give you examples of terms and repayment amounts so you can choose what is best for you.
Are there any other fees?
No, we do not charge any other fees. We like to be as transparent as possible so our fee is discussed with you before we complete your application and we do not charge it until your next pay day which means you have time to get your loan completed before the fee is even paid. Once you have your loan some other fees may apply such as fees if you miss your monthly payment or fees if your account goes into default but these vary and details are on your loan agreement so please check them before you sign the agreement.
I want to cancel my application
We do not want to lose your custom and would ask you to consider the offer you have been made seriously before cancelling your application. If, however, you no longer wish to proceed as agreed when you applied you have the right to cancel our contract within the first 14 days after making your application.
In accordance with our terms and conditions you must make your request in writing by completing the Cancellation Form and posting it to us. You can request a cancellation form by logging into your account.
I want a refund of my documentation fee
All you need to do to get a refund of your documentation fee is to cancel your application. In accordance with our terms and conditions you must make your request in writing by completing the Cancellation Form and posting it to us. You can request a cancellation form by logging into your account.
I am unable to pay my next loan repayment
We will do everything we can to help you if get into financial difficulty. Just call the customer service number that you received when your loan completed and speak to one of the loan administrators. Usually the same person deals with you throughout the term of your loan so you should have a friendly voice at the end of the phone to help you. The best thing you can do is discuss any problems and your loan administrator will help put a plan together with you so you can get through any difficult times.
I need a top up on my loan
You need to have made 6 months payments on your loan before you can have a top up. If you have made at least 6 months payments on time all you need to do is call the customer service number that you received when your loan completed and speak to one of the loan administrators.
How can I ask a different question to the ones above?
Our customer service is dealt with online. Just log into your account and click on contact us. You can submit your query and someone will get back to you as soon as possible. Please note that if your query is submitted outside of normal business hours we will respnd to you as soon as the office re-opens.
I still want to make a complaint
We really do not want you to have to make a complaint. Please log into your account and we will try to resolve any issues you may have. If you have already tried this and you feel that our response has been unsatisfactory you can make a complaint in writing to the PO Box address below. Please mark it for the attention of the Complaints Department.