LARRY THE LOAN BROK£R™ | Secured & Unsecured Personal Loans | UK Service

Larry The Loan Broker - Internal Complaints Handling Procedure

We do everything possible to ensure all our customers obtain a professional debt help service. However, there may be occasions when you feel the level of service you receive has fallen below an acceptable standard. If this is the case you should contact us to voice your concerns.

How to Complain

If you feel the level of service you receive has fallen below an acceptable standard you can contact us by:

• Telephoning – 0800 118 2345

• Emailing - complaints@larrytheloanbroker.co.uk

• Writing to – The Data Controller, Larry the Loan Broker, Freepost RRHJ-ZAGG-KHCY, Manchester.

How long will it take to deal with your complaint?

Where possible we aim to resolve your complaint by the end of the next working day following receipt of your complaint.

If you have made a detailed complaint and it is not possible for us to resolve it by the end of the next working day following receipt of your complaint, then within five working days of receipt, we will write to you to tell you who is dealing with your complaint. If we consider that your complaint would be more appropriately dealt with by another firm, for instance the lender, we will refer your complaint to that firm and provide you with their contact details.

The person dealing with your complaint will investigate the issues you raise and try to provide a final response to your complaint within four weeks. If it is not possible to provide you with a final response within four weeks, we will write to you again to let you know how your complaint is proceeding. We will endeavour to provide a final response to your complaint within eight weeks however, in the unlikely event the matter remains unresolved, we will write notifying you of the reasons for delay and informing you, where the complaint qualifies, of your right to refer any dissatisfaction to the Financial Ombudsman Service.

Financial Ombudsman Service

If you are not happy with our final response you are entitled to complain to the Financial Ombudsman Service if your complaint meets the following criteria:-

• Is in respect of a loan regulated under the Consumer Credit Act
(currently an amount of £25,000 or less)

• FSA Regulated Mortgage Contract

• Payment Protection Insurance

The Financial Ombudsman offers a free and independent service where, subject to it meeting the qualifying criteria, they will look at your complaint, along with our response. The Financial Ombudsman Service will only consider your complaint after we have provided our final response. If you want the Financial Ombudsman Service to look into you complaint, you must contact them within six months from the date you received our final response.

You can find out more about the Financial Ombudsman Service on their website at
www.financial-ombudsman.org.uk

You can write to the Financial Ombudsman Service at:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone 0845 0801800

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

 

How to complain

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IMPORTANT INFORMATION: THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT. 

Please be aware that the term of your new loan may be longer than the term of your existing credit and you may pay more over the long term. The amount of monthly savings will depend on the type and term of credit you repay.  Unsecured Loan Typical: 19.9% APR - Secured Loan Typical Variable: 12.6% APR - Payday Loan Typical: 1355% APR (30 DAY LOAN)  Early settlement fees may apply - The actual rate will depend on your circumstances ask for a personal illustration.  You must be aware that by entering into any Debt Consolidation or Debt Management Services, that your credit record may be impaired and in the case of "Debt Management" the debt and the period over which it is repaid may increase.  LARRY THE LOAN BROKER IS NOT THE LENDER and is a registered trading style of Lewis Alexander Ltd which is licensed to carry out the activities of all categories including credit brokerage and debt counselling / adjustment under a valid Consumer Credit License. The company is also a FISA registered member. Calls may be recorded.  Data Protection Act 1998 Compliant. Lewis Alexander Limited, Reg. Offices, The Copper Rooms, Deva Centre, Trinity Way, Manchester  M3 7BG.