Complaint Resolution Process

Our customers are at the heart of our business and we’re committed to giving them the highest quality service we can. If you’re not happy with our service, please let us know so we can put things right.

How to contact us with a complaint

You may find it easiest to contact us by email. However, you can also write to us with the details of your complaint, or telephone our customer service team.

Please remember to include these details –

  • Your name
  • Email address associated to your account.
  • A description of your complaint, including supporting documentation
  • What we can do to put things right.

If you are a Claims Management Company (CMC) or another 3rd party making a complaint on behalf of a customer, we require the authority of our customer to deal with the request.

By email:

In writing:

Professional Standards
Loans 2 Go
Bridge Studios
34a Deodar Road
SW15 2NN

By telephone: 0330 400 4379. We’re here to help 9am – 5pm, Mon – Fri. Calls are charged at standard rates for your phone provider.


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 2017:

Firm name: Loans 2 Go Limited
Period covered in this report: 01 July to 31 December 2017
* 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


Number of complaints


% closed within
3 days
% closed after 3 days but within
8 weeks
% upheld Main cause of complaints opened   
 Hire      Purchase,
 Secured    Loan:
  17.1 per     1000 loans 21 16 50% 50% 12.5%  General  admin/Customer  Service
 Bill of Sale,    Secured    Loan:   15.5 per
1000 loans
247 231 39% 61% 16.9%  General  admin/Customer  Service
 Unsecured  Lending:    13.4 per
1000 loans
259 238 34% 66% 12.6%  General  admin/Customer  Service