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Complaints

Making a Complaint

 

We are committed to treating all of our clients fairly and delivering quality service.  Unfortunately, there may be a time when you don’t feel we’ve lived up to this.  If so, we want to hear from you.

 

Step One: Making a Complaint

If you wish to make a complaint about the service or advice you have received from us please contact us with an outline of your concerns.   We can be contacted as follows:

 

Credit and Loan Management Limited, 20-22 Wenlock Road, N1 7GU.

Telephone number 0800 0727 844

Email address emma@creditandloan.co.uk

 

Step Two: Acknowledging your Complaint

We will send you an acknowledgement of your complaint within five business days of receiving it.  We will provide you with a copy of our complaints procedure.

 

Step Three: Investigating your Complaint

Your complaint will be investigated by somebody experienced and who is not connected to your complaint, wherever possible.  

 

We may ask you to submit copies of documentation to help us with our investigation.

 

Step Four:  Keeping you Informed.

If we have not been able to resolve your complaint within three weeks, we will write to you and let you know when we expect to complete our investigation.

 

Step Five: Resolving your Complaint

We will always aim to resolve your complaint within eight weeks of receiving it.

 

At the end of eight weeks we will write to you with the outcome of our investigation and advise you what to do if you are not satisfied.

 

Step Six:  If you are still unsatisfied.

If we have not been able to complete our review of your complaint within the eight week period, we will write to you and let you know when we expect to have finished our investigation.

 

We will also provide you with details of your rights to refer the matter to the Financial Ombudsman Service, who can be contacted as follows:

 

Financial Ombudsman Service, Exchange Tower, London. E14 9SR.

Telephone 0800 023 4 567

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

www.financial-ombudsman.org.uk.

 

You will generally have to refer your complaint to the Financial Ombudsman Service within six months of our final response letter, otherwise the Financial Ombudsman may not have our consent to investigate the complaint.

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Debt Help

Credit and Loan Management Limited is authorised and regulated by the Financial Conduct Authority. A company registered in England and Wales.  Registered No.  04514972. Registered Office address:  Kemp House, 152-160 City Road, London, EC1V 2NX.  

 

If you proceed with a debt management plan we will charge you a monthly fee of £29.38, which will be deducted from your payments.  The remainder of your payment will be distributed to creditors.

 

If we identify that an Individual Voluntary Arrangement is the correct solution for you, we may receive a referral fee if you decide to proceed.

We will not receive a fee if bankruptcy, a debt relief order or a debt administration order are recommended for your circumstances.

We do not provide advice in relation to solutions for Scottish residents.  However, we can introduce you to a specialist advice company.

 

Free debt counselling, debt adjusting and providing of credit information services is available from the Money Advice Service.

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