Complaints Handling Policy

We always endeavour to treat our customers fairly and deliver a high level of service in all areas.  If for any reason you are unhappy with the service provided, we would encourage you to discuss your concerns with our dedicated complaints handling team.

You can contact us by:

  • Sending a letter to: Customer Satisfaction Department, Loans 2 Go, Bridge Studios, 34a Deodar Road, London, SW15 2NN;
  • Sending an e-mail to: [email protected]; or
  • Calling us on 0330 400 4379 between the hours of 9:00 and 17:00.

In order to assist us in dealing with your complaint fully and as quickly as possible please ensure any communication you send us contains as much detail about your complaint as possible. You should ensure you include your agreement number (or vehicle registration, if applicable), your full name and address and details of how you would like to receive your response. 

We endeavour to acknowledge all complaints in writing within 5 working days of their receipt, either by letter or email. We aim to send you a Final Response within 4 weeks of the receipt of your initial complaint and we are obliged to send this within 8 weeks.

If you are not satisfied with the Final Response or with the complaints process generally you may refer your complaint to the Financial Ombudsman Service. The address of the Financial Ombudsman Service is:

Financial Ombudsman Service
Exchange Tower
E14 9SR

If we can’t respond in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response. If you’re unhappy with the progress of your complaint at this point, you can refer it to the Financial Ombudsman Service.

Alternatively, you may contact the Consumer Credit Trade Association; of whom Loans 2 Go are a member, who offer a conciliation service in order to help resolve disputes of this nature:

Consumer Credit Trade Association
Airedale House
Aire Valley Business Park
Dowley Gap Lane
BD16 1WA

If you require any additional assistance or clarification please contact the Customer Satisfaction Team on 0330 400 4379.

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 first half of 2022:

Firm name: Loans 2 Go Limited
Period covered in this report: 01 Jan to 30 Jun 2022
* 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.

ProductNo. of complaints opened by volume of businessNo. of complaints openedNumber of complaints closed% closed within 3 days% closed after 3 days but within 8 weeks% upheldMain cause of complaints opened
Hire Purchase, Secured Loann/a26254.00%96.00%0.00%Lending/ Policy
Bill of Sale,  Secured Loann/a1691684.17%95.83%8.33%Lending/ Policy
Unsecured Lending85.50 per 1000 loans327230162.49%97.41%1.82%Lending/ Policy

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Max APR 98.1% (based on  £2,250 over 24 months).

Representative example if you borrow £2,250 over 24 months at a flat rate of 44.4% per annum (fixed) with a representative 98.1% APR you will make 24 monthly payments of £177, repaying
£4,248 in total.

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