We want everyone who uses LoansForBadCreditUK.co.uk to receive clear, fair and helpful service. If something has gone wrong, please tell us so we can investigate and try to put it right.
Making a complaint is free. You do not need to use legal language, complete every form field or provide all your evidence at the beginning. Simply explain what happened in your own words.
We will not disadvantage you because you have made a complaint.
What happens when you complain
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Tell us what happened
Send your complaint by email or by post.
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We record and investigate it
We will identify the issues, review the relevant information and consider what a fair outcome should be.
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We explain our decision
We will send a clear written response explaining what we found and whether we are taking any action.
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You can ask for an independent review
If you are eligible and remain unhappy, you may be able to refer the complaint to the Financial Ombudsman Service.
Who this procedure covers
LoansForBadCreditUK.co.uk is operated by PJG Financial Limited.
PJG Financial Limited is authorised and regulated by the Financial Conduct Authority as a credit broker. Our firm reference number is 919697.
We are not a lender. We help customers search a panel of lenders and other brokers, but we do not decide whether an application is accepted, set the terms of a loan or provide the money.
This procedure covers complaints about our website, advertising, communications, credit broking service and the way we have handled an application or personal information.
What can I complain about?
You can contact us if you are unhappy with any part of our service. This might include:
- Information on our website that you believe was unclear or misleading
- The way your application or enquiry was handled
- A delay, mistake or technical problem
- Marketing messages or unwanted contact
- The way we used or shared your information
- How our credit broker status or commission was explained
- The service you received from our team
- Support that was not provided when you told us about your circumstances
- An introduction to a lender or another broker
- Any other concern about your experience with us
You do not need to know which company is responsible before contacting us. Tell us what happened and we will help identify the correct organisation.
How to make a complaint
Use the secure complaint form below, email contact@loansforbadcredituk.co.uk or write to:
Complaints TeamPJG Financial Limited5 South Charlotte StreetEdinburghScotlandEH2 4ANInformation that can help us investigate
It is useful to include:
- Your full name
- The email address or telephone number used for your enquiry
- Your application or enquiry reference, if you have one
- What happened and when it happened
- Who you communicated with
- How the issue affected you
- What you would like us to do
This information is helpful, but you can still complain if you do not have every detail.
Complaint form
How to send your complaint
Complaints reach us by email or by post. Both are read by the same team and are treated the same way.
Email contact@loansforbadcredituk.co.uk
Post: PJG Financial Limited, 5 South Charlotte Street, Edinburgh, EH2 4AN
Email is not a secure channel. Do not send bank security details, card numbers, passwords or identity documents. Contact us first if sensitive evidence is required.
What happens after we receive your complaint?
We record it
Your complaint counts as received when it reaches any reasonable customer contact channel. You will not be asked to submit it again through a different form.
We will record the complaint and acknowledge it promptly unless it is resolved within the early resolution period.
Early resolution
If we resolve the complaint by the close of the third business day after receiving it and you accept the outcome, we will send a written summary resolution communication.
This will confirm that the complaint has been resolved and explain your right to contact the Financial Ombudsman Service if you later remain dissatisfied.
Investigation
If the complaint is not resolved during the early resolution period, we will investigate it competently, diligently and impartially.
We may contact you if we need more information. We will not ask you to provide information that we already hold unless there is a clear reason.
Our response
By the end of eight weeks after receiving the complaint, we will send either:
- A final response setting out our findings, decision, reasons and any proposed action
- A written explanation of why the investigation has not been completed, when we expect to respond and your right to contact the Financial Ombudsman Service
A final response may include an explanation, apology, correction, refund, compensation or a change to our process where appropriate. We cannot promise a particular outcome before the investigation is complete.
What if the complaint is about a lender?
A lender is normally responsible for its own lending decision, affordability assessment, loan agreement, transfer of funds, repayments, interest, arrears activity and account management.
If another business appears to be responsible for all or part of a complaint, we may forward the relevant information to that business. We will tell you why it has been forwarded and provide the business’s contact details.
If PJG Financial Limited and another business may both be responsible, we will continue investigating the part that relates to our own service.
Forwarding part of a complaint will not be used to avoid or delay our responsibility for the issues that relate to us.
Our guide How to make a complaint about a lender or broker explains how to complain to a lender directly.
Financial Ombudsman Service
The Financial Ombudsman Service is an independent service that resolves eligible complaints between consumers and financial businesses. It is free for consumers to use.
You may be able to contact the Financial Ombudsman Service if:
- You are dissatisfied with our final response
- We have not provided a final response within eight weeks
- You received a summary resolution communication but later remain dissatisfied
You will normally need to refer your complaint within six months of the date of our final response or summary resolution communication. The relevant letter will explain the applicable time limit.
You do not need to pay a representative, solicitor or claims company to contact the Financial Ombudsman Service. A family member or friend may help you if you wish.
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567
Our final response or summary resolution communication will include the required Financial Ombudsman information.
If you have an existing repayment
Making a complaint does not automatically pause, cancel or change payments due under an existing credit agreement.
If you are struggling to make a repayment, contact your lender as soon as possible. Explain your circumstances and ask what support may be available.
You can also get free and impartial money guidance through MoneyHelper.
Accessibility and additional support
Tell us if you need information in another format or need help communicating with us. We will consider reasonable support based on your needs.
You may ask a trusted friend, family member or representative to help with your complaint. We will complete any identity and authority checks needed before sharing personal information with them.
You never need a paid representative to complain to us or to the Financial Ombudsman Service.
How we use complaint information
We use complaint information to investigate the issue, communicate with you, meet our legal and regulatory responsibilities and improve our service.
We may need to share relevant information with a lender, another broker, the Financial Conduct Authority, the Financial Ombudsman Service or another appropriate organisation.
We will only share information when there is a proper reason to do so. Complaint details are never used for marketing.
Our Privacy Policy explains how we look after personal information.