Loans to reflect your financial needs

01204 933600

Complaints

How to make a complaint

At Neo Loans we pride ourselves on the high level of service we offer to all our customers, our business is built on it.

From your perspective, you should always find your dealings with Neo Loans to be friendly and professional.

However, we do appreciate that on occasion you may have cause to complain and would therefore encourage you to let us know.

Should you be unhappy with anything, the first port of call is our staff who will be more than happy to help and will do their best to put things right as soon as possible.

Our complaints procedure is designed to provide you with a swift resolution to any issues you may have with any aspect of our service. We therefore promise to:

• Listen to your complaint in full
• Understand the issue you have raised
• Provide you with an explanation
• Resolve the issue as soon as possible

What next?

1. Contact us on the telephone number or email address below, whichever is easiest for you, and we will do our very best to ensure your complaint is dealt with promptly.
2. If your complaint is one that we can resolve within 3 business days, we will contact you to explain the outcome of our investigation and any proposed resolution. Should this be acceptable to you, it will be confirmed in the Summary Resolution Communication letter.
3. Should we believe that it will take longer than 3 business days to respond to your concerns, we will send you written acknowledgement of your complaint within 24 hours of receipt. This will include a copy of this policy along with the name and contact details of the person responsible for answering your complaint. At 4 weeks, if we have been unable to answer your complaint, we will send you a holding letter explaining our progress.
4. If after 8 weeks we have been unable to provide you with a final response, we will write to you explaining why and when you should expect to receive our final response.

 

Compliance Director
Neo Loans Ltd
Devon House
1 Chorley new Road
Bolton
BL1 4QR

T: 01204 933600
E: complaints@neoloans.co.uk

In most cases, we can resolve any issues quickly and efficiently by working with you to address them. However, should you feel that your complaint has not been dealt with satisfactorily, you have the option of contacting the Financial Ombudsman Service (FOS) who may be able to take your complaint further. You have 6 months from the date of our final response to refer your complaint to FOS https://www.financial-ombudsman.org.uk

Post: The Financial Ombudsman Service, Exchange Tower, London. E14 9S

Phone: 0800 023 4567 or 0300 123 9123

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

The Financial Ombudsman Service (FOS) will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first and we will do all we can to help.

The FOS is also only able to consider certain categories of complaint, for example complaints about Buy to Let mortgages, which are not regulated by the Financial Conduct Authority will normally be outside the jurisdiction of the FOS.

In addition, the FOS might not be able to consider your complaint if:

1. What you are complaining about happened more than six years ago, and
2. You are complaining more than three years after you realised (or should have realised) that there was a problem

If your complaint was made outside of these time limits, which is a matter for The Ombudsman to decide, The Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if it believes that the delay was because of exceptional circumstances.