As a UK personal loan lender, we take reports of impersonation fraud very seriously and are committed to thoroughly investigating any claims to protect our customers. Here’s how we handle such cases:
1. Acknowledgement of the Fraud Report
Upon receiving your report, we will acknowledge it promptly and assign a dedicated case handler to review your claim.
We may request additional information or documents from you to support the investigation, such as proof of identity or evidence of fraud (e.g., unfamiliar correspondence or account activity).
2. Immediate Account Action
If fraud is suspected, we will freeze or secure the affected account to prevent further misuse.
We will ensure that no payments or actions are taken on the account while the investigation is ongoing.
3. Verification and Evidence Gathering
We will thoroughly review all loan application details, including identity verification steps taken during the application process.
This may involve checking IP addresses, device details, and other digital footprints used to apply for the loan.
If necessary, we will liaise with credit reference agencies to gather additional information or evidence.
4. Communication with You
We will keep you updated throughout the investigation process and let you know if further documentation or information is required.
You will be informed of the progress and any findings at key stages of the investigation.
5. Liaison with Relevant Authorities
If fraud is confirmed, we will report the case to Action Fraud, the UK’s national fraud and cybercrime reporting centre, and provide you with a crime reference number.
We may also notify credit reference agencies to ensure the fraudulent activity is removed from your credit file.
6. Resolution and Account Rectification
Once the investigation is complete, if we confirm the fraud, we will:
Remove the loan from your name and ensure your credit file is updated to reflect the resolution.
Work with you to restore your account details and provide advice on protecting your personal information moving forward.
7. Preventive Measures
We will review our processes to ensure this type of fraud is mitigated in the future.
If applicable, we can help you apply for CIFAS Protective Registration to add an extra layer of security to your credit file.
We aim to complete investigations as quickly and thoroughly as possible, keeping you informed at every step to provide peace of mind and ensure your financial security.