Complaints Resolution Process

Complaints in reference to Fast Loan UK products, policies or services can be made directly to us via email at complaints@fastloanuk.co.uk, or in writing to Fast Loan UK Complaint Department, Enterprise Office, 73 Blenheim Way, Bragbury End, Stevenage, Hertfordshire, SG2 8TD. Alternatively, you can make a complaint directly to your Customer Care manager, where appropriate, or you can call us direct on 01438 812913.

Upon receipt of the complaint, Fast Loan UK will acknowledge the complaint within 5 business days and provide you with an issue number. We will do our utmost to resolve the issue in a timely manner and will negotiate with you to come to a mutually agreeable solution.

Prior to contacting us, please have the following ready, which enables us to identify you:

1)      Your full name and address
2)      A detailed description of your complaint
3)      What you hope the resolution will be
4)      A contact telephone number and the most convenient time to contact you
5)      Any relevant agreement or customer no.

Once we have looked into the complaint we will contact you with our findings. We will send you our final response within 8 weeks of receipt of your initial complaint. If you are unhappy with our final response, you can ask the Financial Ombudsman Service for an independent review. We will send you the Financial Ombudsman Service leaflet 'Your complaint and the Ombudsman' and provide you with contact details for the Ombudsman service.

You will need to contact the Financial Ombudsman Service within six months of receiving our final response. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a direct result of exceptional circumstances. You can contact the FOS at:

Contact Details
The Financial Ombudsman Service (FOS)
Exchange Tower
London E14 9SR

Tel: 0800 023 4567 (calls to this number are now free on mobile and landlines)
Tel: 0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers)
Email Address: complaint.info@financial-ombudsman.org.uk
Web: www.financial-ombudsman.org.uk

European Online Dispute Resolution Platform

In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: http:/ec.europa.eu/consumers/odr/