Need to get in touch? We're here to help.

Whatever you need to contact us about, we’ll do our very best to help you out.  

You can contact our friendly Customer Relationship Centre on: 0800 011 4490 

You can also get in touch by emailing: customerservice@loansathome.co.uk

Our Customer Relationship Centre is open Monday to Friday: 8am to 6pm


Whilst we always try to provide a service that leaves all our customers more than happy, occasionally things may go wrong. If they do, we try and put any issues right as soon as possible. So if you do have a complaint, the first thing to do is get in touch with us by post, phone, face to face or by email.

Customer Relationship Centre – Complaints
Loans at Home
Quantum House
290 Leek Road
Stoke on Trent

ST4 2BX

T: Complaints: 0808 164 4452

E: Complaints@loansathome.co.uk

This is our formal complaints process:

 

Complaints process

Whilst we always try to provide a service that leaves all our customers more than happy, occasionally things may go wrong. If they do, we try to put any issues right as soon as possible.

We want to learn from your experience to make things better. We record the details of every complaint we receive so we can identify areas for improvement.

 

Therefore, if you do have a complaint here is how to tell us about it:

 

By Phone:

Call our dedicated complaints team at the Customer Relationship Centre on 0808 164 4452

 

By Email:

Email our dedicated complaints team at complaints@loansathome.co.uk

(Please include your name, address, postcode and your preferred contact number)

 

In Person:

Tell your agent who will ensure your complaint is recorded and handled in an effective way.

 

Or, write to:

Customer Relationship Centre – Complaints

Loans at Home

Quantum House

290 Leek Road

ST4 2BX

We aim to resolve customer concerns and problems straight away, but more complex matters can take longer. If we are able to resolve your complaint within 3 days and to your satisfaction, we will send you a short letter of confirmation.

 

Where we need to look into the matter in more detail we’ll send you an acknowledgement letter within 5 working days. This will explain what will happen next and when you can expect to hear from us again. When we’ve completed our investigation, we’ll send you a full written response.

 

We aim to answer all complaints within 8 weeks, although we will normally be able to resolve concerns much earlier. Where exceptionally, we are unable to respond within 8 weeks, we’ll contact you with an update.

 

If you feel we haven’t resolved things properly, please tell us. We would appreciate one last chance to put things right. If we’ve misunderstood something, a further review may help us resolve the complaint to your satisfaction.

 

The effect of S.D. Taylor Limited going into administration is that all cases received by the Financial Ombudsman Service will now have to be dealt with by the Joint Administrators. This means that the Joint Administrators will determine whether a complaint should be upheld and whether a customer with an upheld complaint should be treated as a creditor with a claim in the Administration.

 

Accordingly, the Financial Ombudsman Service will not be able to further progress any existing complaints about S.D. Taylor Limited (in Administration) and will not be able to deal with any new complaints that are referred to it. In both types of situation, the Joint Administrators will deal with the complaints and keep customers updated with the progress being made to determine those complaints.

 

Website

www.financial-ombudsman.org.uk

 

Address:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR

 

Email:

info@financial-ombudsman.org.uk

Or phone 0800 0 234 567 or 0300 123 9 123 (mobile)

Complaints Data

As we are regulated by the FCA we are required to publish our Complaints data.

The table below shows our Complaints data for the period of July – December 2021.

Outstanding Complaints at the beginning of the reporting period Complaints Reported Complaints Closed Complaints Upheld Total Redress
83 1,442 1,011 450 £1,220,373

Sometimes, we may not be able to help with your problem as quickly as we’d like to. If so, we’ll send a letter acknowledging your complaint. Whilst we investigate things further, we’ll keep you updated on our progress.