We put every effort to offer you the best possible service, but you may still not be happy with our service even with our best efforts and intentions. Please tell us if this happens, what we have done wrong, and we will do our best to put things right. We must know where we have not met your expectations so that we can make improvements where needed.
How do I contact you?
You can tell us about your complaint by:
- Writing to: 14th Floor, 33 Cavendish Square, London, W1G 0PW, United Kingdom
- Calling: 0203 7517537 (standard UK landline rates apply)
- Emailing: hello@workloan.co.uk
Please provide us with your full name, address, telephone number, email address and the reason for your complaint. Kindly note: we are open 9 am to 5 pm Monday to Friday (we are closed on weekends and bank holidays).
When will you get back to me? First, we will let you know when we have received your complaint, and if possible, we will try to fix the matter within the same working day. Please provide us with enough information so that we can understand the issue and investigate it thoroughly. On occasion, we may need to contact you to understand what has gone wrong or obtain further information.
Sometimes a problem can take longer to fix or investigate. Once we have resolved or thoroughly investigated the matter, we will get back to you with a final response; this will be within eight weeks of us getting your complaint. If for some reason, we can't get back to you within eight weeks with our final response, we will write to you and tell you why.
What if I am not happy with your response? If you are still not happy with our response to your complaint or we have not given you a final response within eight weeks, you can escalate your complaint to our Complaints Manager. Our Complaints Manager will look into the matter for you; please write to The Complaints Manager, 4th Floor, 7-10 Chandos Street, London, W1G 9DQ, United Kingdom. Or you can email hello@workloan.co.uk.
You can also ask the Financial Ombudsman Service (FOS) to look into your complaint. Even if you have asked for your complaint to be looked at by our Complaints Manager, you still have the right to contact the Financial Ombudsman Service within six months of our final response to you.
You can contact FOS by:
Writing to Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR
Calling 0800 023 4567
Emailing complaint.info@financial-ombudsman.org.uk
Or visiting their website www.financial-ombudsman.org.uk
Please remember you have a maximum of 6 months from the date of receipt of our final response to contact FOS. After this period, FOS will not have our permission to review your complaint, except in very limited circumstances.