Complaints Procedure

We are committed to providing a high standard of customer service and support. From time to time we may not get things right. When this happens, we will make every possible effort to deal with your complaint promptly. We would like to hear from you if you are dissatisfied with any aspect of the service or goods that you receive from us.

We would appreciate any suggestions you have regarding improvements we could make to our service and equally we would welcome any positive feedback you may have.

How to make a complaint

We are committed to ensuring that any complaints received will be dealt with fairly, reasonably and promptly. In order to deal with any complaint we need to know as much information as possible when you contact us. You can make a complaint in person, by telephone, email, text or in writing using the following contact details:

HomeChoice Loans Ltd
120 Pontefract Road,
Barnsley,
S71 1JA
Telephone: 01226 731604
Email: [email protected]

We aim to resolve your complaint at the earliest opportunity (and within 10 working days). We will investigate your complaint fairly, impartially and diligently and will keep you updated with progress and measures being taken to resolve it. If immediate resolution is not possible you will be given a copy of the CCA Customer Complaints Procedure leaflet which will give you further information. We will contact you within 10 working days to advise you of the outcome of your complaint and to ensure you are happy with the resolution we have provided.

If you are unhappy with our decision you can make a formal complaint to the Consumer Credit Association (CCA) using the details below:

Consumer Credit Association
1 Minerva Court
Minerva Avenue
Chester
CH1 4QT
Telephone: 01244 394760

Should you be dissatisfied with our decision after all attempts to resolve the matter have been exhausted, you have the right to refer the complaint to the Financial Ombudsman Service (FOS) within six months of our final response, who will determine a final settlement.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567