Privacy Policy

If you are not satisfied with any aspect of our service, you can tell us about your concern in the following ways:

We aim to solve your concern straight away. However, if we have not been able to resolve your complaint within one week, we will write to tell you:

In most cases, complaints are dealt with within two weeks. We will contact you regularly until your complaint has been resolved.

Complex complaints

If your complaint is particularly complicated, it may take longer to resolve. If, together, we cannot reach an agreement by the end of eight weeks, we will send you a letter giving our reasons for the delay and an indication of when we expect to provide a resolution.

However, we may decide to refer your complaint to our Customer Relations Unit. They will issue our final response letter, which will explain our final position.

You will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service.

We aim to resolve your complaint as quickly as possible and to your complete satisfaction.

If you're not satisfied with our action or explanation, the member of staff dealing with your complaint will be happy to discuss your concerns further.

Reviewing your complaint - our Customer Relations Unit

If you remain unhappy, you can ask for your complaint to be reviewed at a higher level within the our Management team. Our Customer Relations Unit will review your complaint fully and will aim to give you a full response within two weeks.

If their investigation is likely to take longer, they will keep you fully informed of their progress.

Contacting the Customer Relations Manager

When you contact us, please quote your account number, branch sort code, details of your complaint and what you would like us to do to resolve matters.

What to do if we can't reach agreement together

Best 4 Loans recommends you use the Financial Ombudsman Service.

Our aim is to resolve all complaints internally. However, if we can't reach agreement with you, our Customer Relations Unit will send you a 'final response' letter. This letter will clearly set out our position in relation to your complaint.

However if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service.

If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.

About the Financial Ombudsman Service

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.

We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.