Complaints

Smart Loans UK - how you should make a complaint

Please read our Complaints Policy carefully.

At Smart Loans UK we're dedicated to ensuring that you've got great customer service at any time of the day. If you aren't happy with any aspect of the credit brokerage service that you've received from William Ellis Sinclair (the Company, we, us, or our), we would like you to tell us your concerns to enable us to address them by using the information links below.

How to submit a complaint to Smart Loans UK

You can send in your complaint to Smart Loans UK by emailing [email protected] Alternatively, if you want to write to us please send your complaint to Smart Loans UK, 8a Dunraven Place, Bridgend, CF31 1JD, United Kingdom.

We require from you:

To help us investigate and resolve your complaint as quick as possible please could you provide us with the following details;

- Your full name, address, date of birth and telephone number

- The full details of your concern. Please provide as much details as possible

Note: we cannot deal with complaints regarding the service provider.

How long will it take?

Smart Loans UK aim to resolve your complaint with 24 hours of receipt.

If we cannot resolve your complaint within the time stated, we'll then send you an acknowledgement that we have received the complaint and will contact you within 5 working days.

Smart Loans UK will keep you informed throughout the process.

Still not satisfied?

If you are dissatisfied with our final response, or we have not provided a final response within eight weeks of receiving your complaint you have a number of options available to you:

- You can ask us for a formal review by contacting our Complaints Manager; and / or

- You can ask the Financial Ombudsman Service (FOS) to review your complaint. You may contact FOS following the passing of eight weeks after making a complaint. You have a maximum of 6 months from date of receipt of our final response within which to contact FOS.

Please note, even if you have asked for your complaint to be reviewed by the Company, you still have the right to contact the FOS.

Support details

To request a formal review of our complaints procedure, please contact the Complaints Manager on:

The Complaints Manager, Smart Loans UK, 8a Dunraven Place, Bridgend, CF31 1JD, United Kingdom.

To submit a complaint to FOS, please contact the Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Telephone: 0800 023 Email: [email protected]

Warning: Late repayments can cause you serious money problems. For help, go to moneyadviceservice.org.uk