Complaints Policy
We’re Here to Help
At Loans 2 Go, we are committed to providing a high standard of service. If you’re unhappy with any aspect of our products, services or communications, we’d like to hear from you.
We will:
- Investigate complaints fairly and promptly.
- Keep you informed throughout the process.
- Treat you with respect.
- Use feedback to improve our services.
You do not need a Claims Management Company (CMC), solicitor or other representative to make a complaint. You can complain directly to us free of charge.
For more information, please refer to the following link: https://www.financial-ombudsman.org.uk/publications/ordering-leaflet/leaflet
How to make a complaint
Telephone: 0330 400 4379
Email: [email protected]
Online: https://loans2go.co.uk/contact-us/
Post: Customer Satisfaction Team, Loans 2 Go, Bridge Studios, 34a Deodar Road, London SW15 2NN
Business Hours: Monday to Friday, 8:00am – 5:00pm
To help us investigate your complaint, please provide your name, address, agreement number (if known) and details of your complaint.
What happens next
Acknowledgement
We will acknowledge your complaint and explain how it will be handled.
Investigation
We will review the information available and may contact you if we need further details.
Final Response
We aim to resolve complaints as quickly as possible and will usually provide a Final Response within eight weeks.
If we cannot do so, we will explain why and tell you when you can expect a response.
Financial Ombudsman Service
If you remain dissatisfied with our Final Response, or eight weeks have passed since you complained, you may be able to refer your complaint to the Financial Ombudsman Service (FOS).
Website: www.financial-ombudsman.org.uk
Telephone: 0800 023 4567 or 0300 123 9123
This service is free of charge.
Using a Representative
You do not need a CMC, solicitor or other representative to make a complaint.
Complaints made directly to us are free and are investigated in exactly the same way as complaints submitted through a representative.
Some representatives charge fees which may reduce any compensation you receive. Before appointing a representative, you should understand any fees that may apply.
No representative can guarantee a successful outcome, speed up our investigation or obtain a higher level of compensation.
Verification Checks
If you appoint a representative, we require:
- A signed Letter of Authority,
- Proof of your identity, and
- Information confirming the representative’s authority and regulatory status.
Where we cannot verify authority, we may request further information before sharing information with a representative. We may contact you directly to verify that you have authorised the representative to act on your behalf.
To avoid delays, we recommend that any supporting verification documents are provided at the same time as the Letter of Authority. These checks are intended to confirm authority to act, protect your personal information, prevent fraud and ensure information is only shared with authorised persons.
These requirements apply equally to all representatives and do not affect your right to complain directly or through a representative of your choice.
Compensation and Redress Payments
Where compensation, redress or a refund is due, we will pay you i.e. the customer directly. This helps ensure payments are made to the correct recipient and reduces the risk of fraud or payment errors.
If you would like payment made to a third party, we may consider this where:
- We receive clear written instructions directly from you.
- Appropriate verification checks have been completed.
- We are satisfied the third party is authorised to receive the payment.
Each request will be considered on its individual circumstances.
Additional Support
Vulnerable Customers
If you need additional support due to health issues, disability, bereavement, financial difficulties or other personal circumstances, please let us know. We will make reasonable adjustments wherever possible.
Complaints on Behalf of a Deceased Customer
If you are acting on behalf of a deceased customer, we may require documents confirming your authority before we can discuss the complaint or release information.
Protecting Your Information
We process personal information in accordance with applicable data protection laws and will only share information with representatives where we are satisfied that appropriate authority has been provided.
For more information, please see our Privacy Policy.
Fraud Warning
We will never ask you to pay a fee before releasing compensation or redress.
Be cautious if anyone:
- Guarantees a successful outcome.
- Claims they can speed up your complaint.
- Requests payment before compensation is released.
If you have concerns about fraud, please contact us immediately or report it to Action Fraud at www.actionfraud.police.uk.
Contact Us
Customer Satisfaction Team
Telephone: 0330 400 4379
Email: [email protected]
Loans 2 Go
Bridge Studios
34a Deodar Road
London
SW15 2NN
Complaints Data
Every six months both the Financial Conduct Authority and the Financial Ombudsman Service publish complaints data about individual financial businesses.
Providing excellent customer service and satisfaction is very important to everyone at Loans 2 Go and when things go wrong, we want to resolve them quickly and fairly. We will continue to work hard to improve the products and services we provide to our customers and importantly, to reduce the number of occasions they need to complain to us.
So you can see how we’ve done, we’ve provided a summary of our complaints data for the second half of 2025:
Firm name: Loans 2 Go Limited
Period covered in this report: 01 January to 30 June 2026
* Complaints upheld by firm’ refers to the percentage of complaints that Loans 2 Go Limited has found in the customer’s favour either in whole or part.
| Product | No. of complaints opened by volume of business | No. of complaints opened | Number of complaints closed | % upheld |
| Credit-related Products | 25 per 1000 loans | 2610 | 2810 | 28% |