If a consumer is not satisfied with the products or services offered by abbeyloans.co.uk, please let us know. We take all consumer complaints seriously. We investigate and where appropriate respond to all complaints. Our goal is to ensure complaints are dealt with thoroughly and quickly in accordance with this Complaints Policy.
To submit a complaint to abbeyloans.co.uk, we urge you to send us an email with your contact information (name, address, telephone, email) and the nature of your complaint. By sending us an email, we have a clear indication of your concerns, and we avoid misspellings or bad voice message recordings. We also have the ability to respond very quickly, since we are not dependent on postal delivery times.
Another option is to send us your complaints or concerns via post at:
16161 Ventura Blvd, Ste C717, Encino, CA 91436, USA
When corresponding with us, please include your contact information (name, address, telephone, email) and the nature of your complaint. The more specifics we have from you, the better we can address your concerns.
Finally, if you want to contact us by telephone, you are welcome to call 01923 750 151. If you reach a voice message system, please leave your contact information (name, address, telephone, email) and the nature of your complaint. When leaving a voice message, it’s best to repeat and spell your name and leave your telephone number twice. Please speak clearly and slowly when leaving a voice message.
Regardless of the source, when we receive a complaint:
We will immediately investigate your complaint.
If we cannot respond directly to your complaint within five business days, we will acknowledge your complaint within five business days and let you know we’re working on it. If we have to correspond with you via post, please allow an additional five business days.
When we respond or acknowledge your complaint, you will be given the contact information of the person handling your complaint, and you’re welcome to contact that person at any time for updates.
Once we complete our investigation, we will attempt to resolve the complaint as quickly and appropriately as possible.
We will do our best to keep you informed of material issues concerning our investigation process.
We will send you a final response to your complaint as soon as possible. In most cases, you will receive a final response within fourteen business days of receipt of your complaint. For cases requiring additional investigation, we will issue a final response within eight weeks following the receipt of your complaint.
If you are not satisfied with our response to your complaint, you may complaint to the Financial Ombudsman Service (FOS). You can complain to the FOS eight weeks after your initial complaint to us, but you should send your complaint to the FOS no later than six months after the final response letter.
To contact the FOS, you can send them a complaint via post at:
The Financial Ombudsman Service
London E14 9SR
Or you can send them an email at email@example.com.
Your may also call them at 0800 023 4567 (calls to this number are normally free for people ringing from a "fixed line" phone- but charges may apply if you call from a mobile telephone) or 0300 123 9123 (calls to this number are charged at the same rate as 01 or 02 numbers on mobile telephone tariffs)
Under EU regulation you can also make a complaint on the Online Dispute Resolution (ODR) website http://ec.europa.eu/consumers/odr/ which is managed by the European Commission. If you make a complaint through the ODR, they will refer you to the Financial Ombudsman Service who will then refer you to us unless you have already been through our complaints process.