Complaints Resolution Process
Our commitment to a fair Complaint process
Our customers are at the heart of everything we do, and we always aim to deliver high standards throughout the business. If a customer feels they have not received a satisfactory standard of service, we will investigate and try to resolve any complaint as soon as possible. We are committed to:
• Ensuring that making a complaint is as easy and stress free as possible.
• Dealing with your complaint fairly, promptly and taking your complaint seriously.
• Ensuring that we learn lessons from any complaints and improve the level of our services.
How to complain
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, 2 Falcon Gate, Shire Park,Welwyn Garden City, Hertfordshire, AL7 1TW. Should you wish to speak to us you may do so by calling 01438 840 792 requesting to speak to our customer service team.
Upon receipt of the complaint, Fast Loan UK will acknowledge the complaint within 12 days. 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
Management Companies, Solicitors, Friends, Complaining on your behalf
If you wish for a third party to represent your complaint, we would require from them a Letter of Authority containing your authentic signature as well as a form of Photographic ID which contains a matching signature to the one signed on the Letter of Authority. If you are unable to provide a Photographic ID, please let us know and we will provide an alternative method to verify your authority with the third party acting on your behalf. In order to protect our customers data, we are unable to accept a Letter of Authority containing an electronic signature with a generic font.
Fast Loan UK do not always store an original copy of our customers signatures on file, therefore the Photographic ID is required to match your signature against the Letter of Authority that is provided via a third party so we can confirm that they have the correct authority to act on your behalf and are aware of the information that would be provided to them. As a responsible data handler, we are committed to protecting our customers personal, sensitive and financial data and would never disclose any information without your explicit consent.
The Response Time (see below), will not commence until we have received the correct authority from the third party representing you. Once we have the correct documentation and confirmation that you have actually instructed the third party, we will then be able to begin the investigation into your complaint, in line with the Response Time (see below).
We want to make you aware that the majority of third parties charge a fee for utilising their services, therefore it is advised that you take the time to fully understand the fees payable in your agreement with them, especially in circumstances where a refund is due or an outstanding balance is to be wiped. If you make a complaint directly to us, there is no fee chargeable.
No third party has any powers to 'speed up your complaint', or 'obtain you a higher pay-out'. It takes the exact same time frame to investigate your complaint and the investigation will have the same outcome whether you decide to complain through them or directly to us. If you are unhappy or dissatisfied with the service you have received from a Claims Management company, you can seek further advice or submit a complaint for free to the Claims Management Ombudsman. https:/cmc.financial-ombudsman.org.uk/.
If we are made aware by the third party that they are withdrawing the complaint, our investigation will cease, and we will take this as confirmation to close the complaint.
In cases where a complaint is upheld, any refunds due will be paid directly to your bank account, not the third party's bank account.