Here’s an extract of the complaints policy you’ll find in your Loan Agreement:
If you are dissatisfied with the standard of service we provide, or we make a mistake, please tell us. If you have a complaint, we aim to resolve it as quickly as possible and to your complete satisfaction.The easiest way to raise your complaint with us is to write to us at firstname.lastname@example.org.
Alternatively, if you would prefer, you can give us a call on 0808 281 2748 or address your letter to:
The Complaints Manager,
Tabeo Broker Limited,
Belle House, Unit 2, Platform 1
Victoria Mainline Station
London SW1V 1JT.
We will attempt to resolve your complaint immediately. If this is not possible, we will acknowledge your complaint on the third working day after receipt. We will aim to resolve your complaint at the earliest possible opportunity.
If we are unable to resolve your complaint within 2 weeks, we will write and inform you that the investigation is not complete and the reason(s) for the delay. We will do the same if the investigation has not been completed within 4 weeks of receipt of your complaint.
When the final decision has been reached, we will issue a final response letter to you. We will send this to you within 8 weeks of our receiving the complaint.
Financial Ombudsman Service
In the unlikely event that your complaint is still unresolved after 8 weeks, you may refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please raise you concerns with us first.
You can contact the Financial Ombudsman Service by writing to them at:
Harbour Exchange Square