Complaints

We take customer feedback of any kind very seriously. If you feel there are areas we can improve on or to make a complaint please contact us at:

 

Email us on: enquiries@badgerloans.co.uk

By letter to: Badger Loans, Registered Office:
c/o IAW Accountancy Services 5,

Hyde Rd Paignton, Devon, TQ4 5BW

 

Please remember before you ring or write to us that this is an information only website and we cannot discuss any aspect of your loan with you. That is between you and your lender, not us. If you have a technical question or query to do with the running of the site then please go ahead and get in touch.

What we will do

 

We will acknowledge and record your complaint and try to resolve it by the end of the next working day. But some complaints may take longer to resolve and we will then write to you to:

 

  • let you know we’re investigating your complaint and when you may expect to hear from us
  • give you a complaint reference number and a contact number should you need to contact us

Our Final Response

 

Although regulations allow us 8 weeks to resolve customer complaints, we’re committed to resolving them as soon as possible. We’ll keep you informed of our progress throughout. Once we’ve thoroughly looked into your complaint, we’ll send you our Final Response. This will tell you what we found out. It will also give you our decision and if applicable, what we plan to do.

 

Independent review

 

If you are unhappy with our decision and wish to take it further, you may ask the Financial Ombudsman Service (FOS) to review your complaint. This is a free, independent service for resolving disputes.

 

You may refer your complaint to the FOS at any time, but they will need our agreement to investigate complaints where:

 

we haven’t had the opportunity to put things right! we have not exceeded the 56‐day timescale and have not yet issued our Final Response letter.

 

If you decide to refer your complaint to the FOS after we have issued our Final Response, you should do so within 6 months of the date on our Final response letter.

 

Email: complaint.info@financial‐ombudsman.org.uk

 

Website: www.financial‐ombudsman.org.uk

 

Telephone: 0800 023 4567

 

Write to:
Financial Ombudsman Service
Exchange Tower
London, E14 9SR
www.financial‐ombudsman.org.uk

 

In relation to your complaint you can also request a review from the

 

European Online Dispute Resolution Platform

 

You can access them here:

http://ec.europa.eu/odr