Complaints Policy

We’re Here to Help

At Loans 2 Go, we are committed to providing a high standard of service. If you’re unhappy with any aspect of our products, services or communications, we’d like to hear from you.

We will:

• Investigate complaints fairly and promptly.
• Keep you informed throughout the process.
• Treat you with respect.
• Use feedback to improve our services.

You do not need a Claims Management Company (CMC), solicitor or other representative to make a complaint. You can complain directly to us free of charge.

How to Make a Complaint

Telephone: 0330 400 4379

Email: [email protected]

Online: www.loans2go.co.uk/contact-us

Post: Customer Satisfaction Team, Loans 2 Go, Bridge Studios, 34a Deodar Road, London SW15 2NN

Business Hours: Monday to Friday, 8:00am – 5:00pm

To help us investigate your complaint, please provide your name, address, agreement number (if known) and details of your complaint.

What Happens Next?

Acknowledgement

We will acknowledge your complaint and explain how it will be handled.

Investigation

We will review the information available and may contact you if we need further details.

Final Response

We aim to resolve complaints as quickly as possible and will usually provide a Final Response within eight weeks.

If we cannot do so, we will explain why and tell you when you can expect a response.

Financial Ombudsman Service

If you remain dissatisfied with our Final Response, or eight weeks have passed since you complained, you may be able to refer your complaint to the Financial Ombudsman Service (FOS).

Website: www.financial-ombudsman.org.uk

Telephone: 0800 023 4567 or 0300 123 9123

This service is free of charge.

Using a Representative

You do not need a CMC, solicitor or other representative to make a complaint.

Complaints made directly to us are free and are investigated in exactly the same way as complaints submitted through a representative.

Some representatives charge fees which may reduce any compensation you receive. Before appointing a representative, you should understand any fees that may apply.

No representative can guarantee a successful outcome, speed up our investigation or obtain a higher level of compensation.

Verification Checks

If you appoint a representative, we require:

• A signed Letter of Authority,
• Proof of your identity, and
• Information confirming the representative’s authority and regulatory status.

Where we cannot verify authority, we may request further information before sharing information with a representative. We may contact you directly to verify that you have authorised the representative to act on your behalf.

To avoid delays, we recommend that any supporting verification documents are provided at the same time as the Letter of Authority. These checks are intended to confirm authority to act, protect your personal information, prevent fraud and ensure information is only shared with authorised persons. 

These requirements apply equally to all representatives and do not affect your right to complain directly or through a representative of your choice.

Compensation and Redress Payments

Where compensation, redress or a refund is due, we will pay you i.e. the customer directly. This helps ensure payments are made to the correct recipient and reduces the risk of fraud or payment errors.

If you would like payment made to a third party, we may consider this where:

• We receive clear written instructions directly from you.
• Appropriate verification checks have been completed.
• We are satisfied the third party is authorised to receive the payment.

Each request will be considered on its individual circumstances.

Additional Support

Vulnerable Customers

If you need additional support due to health issues, disability, bereavement, financial difficulties or other personal circumstances, please let us know. We will make reasonable adjustments wherever possible.

Complaints on Behalf of a Deceased Customer

If you are acting on behalf of a deceased customer, we may require documents confirming your authority before we can discuss the complaint or release information.

Protecting Your Information

We process personal information in accordance with applicable data protection laws and will only share information with representatives where we are satisfied that appropriate authority has been provided.

For more information, please see our Privacy Policy.

Fraud Warning

We will never ask you to pay a fee before releasing compensation or redress.

Be cautious if anyone:

• Guarantees a successful outcome.
• Claims they can speed up your complaint.
• Requests payment before compensation is released.

If you have concerns about fraud, please contact us immediately or report it to Action Fraud at www.actionfraud.police.uk.

Contact Us

Customer Satisfaction Team

Telephone: 0330 400 4379

Email: [email protected]

Loans 2 Go

Bridge Studios

34a Deodar Road

London

SW15 2NN

Complaints Data

Below is a summary of our complaints data for the period shown:

Firm name: Loans 2 Go Limited
Period covered in this report: 01 July to 31 December 2025
* Complaints upheld by firm’ refers to the percentage of complaints that Loans 2 Go Limited has found in the customer’s favour either in whole or part.