Complaints Policy

At T Dot UK Limited, providing an exceptional customer experience is our top priority. If you would like to express your dissatisfaction with any of our services, please follow our complaints procedure below. If you have a complaint about your lender, please contact that lender directly.

How to file a complaint

Please provide a detailed description of your complaint along with your contact information to our Compliance department at: [email protected]

You may also direct your complaint to us by post or by telephone:

T Dot UK Limited
c/o Compliance Department
Office 1
Bourne Villa
Exeter Park Road
Bournemouth
BH2 5AY

Telephone: 0808 189 0649

Response time

Upon receipt of your complaint, we will do our best to resolve it by the end of the next business day. 

If we’re unable to do this, we will send you a prompt written acknowledgment of your complaint within three (3) working days and tell you who is handling it. In addition, we will provide you with a copy of our complaints handling procedure.

The complaint process might require an internal or external investigation, which may result in a longer resolution time. If we need to investigate your complaint further to respond fully, we will tell you and keep you regularly updated. Please note that complicated complaints might prompt a comprehensive investigation. We will send our final response as soon as possible, but in any case within eight weeks of receiving your complaint. We regret that not all complaints can be resolved to the satisfaction of the customer.

Financial Ombudsman Service

If you are unhappy with our response to your complaint, you may contact the Financial Ombudsman Service (FOS) for their consideration. The website for the FOS is http://www.financial-ombudsman.org.uk Please contact the Financial Ombudsman Service within six (6) months of receiving our final response.

Note: Please ensure that you are contacting the FOS with regard to the correct party. We are a brokerage service, and not a lender. We do not make credit decisions, issue loans or engage in collection activity. Please contact us if you have a question about the identity of your lender.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: [email protected]

Telephone: 0800 023 4 567 (calls to this number are now free on mobile phones and landlines) 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers).

Dispute Resolution

In addition to the options described above, you may also request a review on the European Online Dispute Resolution Platform, located at: http://ec.europa.eu/consumers/odr

CFA

If you would like to make a complaint to our trade association - CFA, their contact details can be found below. As a first step, the CFA will refer your complaint to it’s chief executive (or a nominate representative) who will make sure to investigate it and send a response to you.

C/O MacIntyre Hudson
PO Box 17401
Birmingham
B3 2FD

Telephone: 020 3553 3668
Email: [email protected]

Please be advised that you can turn to the Financial Ombudsman Service without first referring the complaint to the CFA.

Financial Conduct Authority

If you would like to make a complaint to our regulatory body, please use the details below:

0800 111 6768 (freephone) or 0300 500 8082.

Rates from 45.3% APR to 1575% APR Minimum Loan Term is 3 months - Maximum Loan Term is 36 months. Representative Example: Borrow £1000 for 24 months. Annual interest rate 70% (fixed). 24 equal instalments of £77.48. Total amount to repay £1,859.52. Representative 97% APR (variable).
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