LOAN RESOLUTIONS will do everything in its power to make your experience of dealing with us a good one with a positive outcome for all concerned. In the unlikely event that something goes wrong please contact us by:
We promise to investigate your complaint diligently and address the subject matter.
Complaints will be investigated by a person of sufficient competence who, wherever possible, was not directly involved in the matter which is the subject of the complaint.
We assure you that we will respond from the appropriate level within our organisation to resolve your complaint and where the complaint is upheld to offer redress.
We reserve the right to decline a complaint that is made more than six months after the complainant became aware of the complaint.
We will send you a written or electronic acknowledgement of a complaint within five business days of receipt and tell you the name or job title of the individual handling the complaint, together with details of our internal complaints handling procedures.
We will send you a copy of our internal complaints handling procedure on receipt of your complaint.
We will, within a maximum of four weeks from receiving a complaint, send you either:
a final response; or
a holding response which:
explains that the business is still not in a position to make a final response, giving reasons for the further delay and indicates when it expects to be able to give a final response; and
informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.
In making a final response, or if a complaint is not resolved after eight weeks and are not satisfied you may contact the Regulator and we will give you the contact details which are shown below:
