Need to get in touch? Our door's always open.

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 7pm

Whether you’d like to talk about:

  • a new loan
  • your loan application
  • individual loan requirements

 

  • questions about our service
  • problems you may be experiencing with the website
  • payment difficulties.

If you're an existing customer, you can get in touch with your agent or you can find your local office below:


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.

 

Alternatively, you can ask the Financial Ombudsman Service to review the situation.

 

The Financial Ombudsman Service is a free, independent service that looks into disputes between financial businesses and their customers. You can find out more by reviewing the website below or contact them directly on the number provided below.

 

Our short letter of confirmation or written full response to your complaint will explain you are able to refer your concerns to the Financial Ombudsman Service; if you are going to do this then you should do so within six months of the date of the letter.

 

Website

www.financial-ombudsman.org.uk

 

Write to:

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

 

Email complaint

info@financial-ombudsman.org.uk

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

Please see our CCR Complaints Return by clicking this link.


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. Please note that you can contact the Financial Ombudsman at the address below at any time before, during or after the complaint investigation; including if you are not satisfied with the outcome of your complaint.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR