We hope you are delighted with our services, but if you have a complaint please let us know so we can work towards resolving it promptly and fairly.

If you have a complaint about the financial advice or the service you’ve received from an Adviser Business and/or a Financial Adviser please lodge a complaint with them. Information about an Adviser Business’s internal complaints service and their dispute resolution scheme can be found in the Adviser Disclosures.

If you have a complaint that relates to Loan Market, or if you are unhappy with how a complaint against your Adviser Business and/or your Financial Adviser has been dealt with, you can contact Loan Market’s internal complaints service by emailing us at [email protected] with the heading “Complaint – (Your Name)”.

Please set out the nature of your complaint, and the resolution you are seeking. We aim to acknowledge receipt of this within 24 hours. We will then record your complaint in our Complaints Register and investigate your complaint. We may want to meet with you to better understand your issues.

We will then investigate your complaint and aim to provide a response to you within 7 working days of receiving your complaint. If we need more time to investigate your complaint, we’ll let you know.

If we cannot agree on a resolution you can refer your complaint to our external dispute resolution service. This service is independent and will cost you nothing and will assist us to resolve things with you.

Details of this service are:

Financial Services Complaints Limited – (FSCL) – A Financial Ombudsman Service. 

• Phone: 0800 347 257
• Email: [email protected]