Warning: Late repayments can cause you serious money problems. For help, go to moneyhelper.org.uk. We are a broker not a lender.

Smart Loans UK


Complaints policy

Our complaints process

Our customers should always expect the highest levels of service and care from us, but we understand that things don't always go as planned. In the unlikely event that you are dissatisfied with our service or believe you have been treated unfairly, we want to hear from you right away.

How to file a complaint

To help us investigate your complaint

We have an internal complaints handling procedure that is detailed below for you so that we can resolve your complaint quickly and ensure that you speak to the right person.

  • Email: [email protected]
  • Write to: Smart Loans UK, 8a Dunraven Place, Bridgend, CF31 1JD, United Kingdom

Response time

We focus on customer service

Our team has been trained to assist you with any issues you may be experiencing. Most issues can usually be resolved the following business day. If we are unable to do so, we will acknowledge your complaint within three working days of receiving your communication.

Some complaints necessitate an internal or external investigation, which may prolong the resolution time. If we need to investigate your complaint further in order to respond fully, we will notify you and keep you up to date. Please keep in mind that complex complaints may necessitate a thorough investigation. We will send our final response as soon as possible, but no later than eight weeks after receiving your complaint. We regret that not all complaints can be resolved to the customer's satisfaction.

Financial Ombudsman Service

Free, independent support

If you are dissatisfied with our response to your complaint, you may appeal to the Financial Ombudsman Service (FOS). The FOS website is www.financial-ombudsman.org.uk. Please contact the FOS within six (6) months of receiving our final response.

Please ensure that you are contacting the FOS about the correct party. We are a brokerage firm, not a lender. We do not make credit decisions, issue loans, or engage in collection activity. Please contact us if you have any questions about the identity of your lender.

Financial Conduct Authority

Financial services regulator

If you would like to make a complaint to our regulatory body, please use the details below:

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