Complaints
Procedure

Our customers are at the heart of our business and we’re committed to providing the highest quality service possible.

If you’ve had cause to be unhappy with Buddy Loan's service, please let us know so we can put things right.

How to contact us with a complaint

You may find it easier to contact us by email. However, you can also write to us with details of your complaint, or telephone us.

Please remember to include the following details.

  • Your name.
  • Account number (if you have one)
  • Email address / telephone number associated with your account.
  • A description of your complaint, including supporting documentation (if applicable).
  • What you would like us to do to put things right.

By email:

In writing:

Customer Service Dept
Buddy Loans
Alexandra Court
Carrs Road
Cheadle
Cheshire
SK8 2JY

By telephone:

How long will it take?

We will try, where possible, to resolve your complaint within 3 business days. If your complaint is complicated, it may take longer, but we will keep you updated about our progress and let you know if we need any further information from you. In any event;

You will...

be contacted by a member of our customer service team, who will look into your complaint for you.

They will...

take a personal interest in your case with an independent approach to resolving the issue.

They will...

contact you to discuss your complaint and try to come to a resolution with you, where possible.

When more in depth investigation is required we will aim to send you our final response within 8 weeks of you raising a complaint.

If we can’t respond in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response. If you’re unhappy with the progress of your complaint at this point, you can refer it to the Financial Ombudsman Service (FOS).

In our Final Response we may find in favour of your complaint and will offer an amount or action of redress we deem suitable for your circumstances, or we may find that there is no action necessary. Should you be unhappy with our response you can make a complaint directly to the Financial Ombudsman Service (FOS).

If you want the FOS to consider your complaint, you will need to send them an application along with copies of all correspondence.

Their contact details are:

The Financial Ombudsman

Exchange Tower,

Harbour Exchange Square,

London,

E14 9SR

Telephone: 0800 023 4567

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

Information regarding the FOS can be found within the leaflet attached with our initial acknowledgment or through the Financial Ombudsman website: http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Minimum period for repayment: 12 months | Maximum period for repayment: 60 months | Minimum APR 49.8% | Maximum APR 49.9%
Representative example: Amount of credit £3,250 for 36 months. Interest (fixed at 41.16%): £2,464.57. Total amount payable of £5,714.67. Representative 49.9% APR (Variable). 36 repayments of: £158.57.