Complaints

How can I make a complaint?

We are always looking to improve. To make a complaint, you can contact us at complaints@esmeloans.com or 0203 769 3955. When you contact us, please provide us with the following information so that we can look into your complaint as quickly as possible:

  • Your name
  • Loan ref. no. if relevant
  • When your issue occurred
  • Description of your complaint
  • How you have been impacted
  • A contact number, email address, and the best time to contact you

This will help us to understand your issue and what has gone wrong, to make sure we can get your complaint to the right person to fully investigate and fix your issues, putting you back in the position you were in before the complaint.

We will aim to resolve your complaint right away, but if it’s going to take longer we will email you to explain why and when we expect to get back to you.

If for some reason we haven’t been able to resolve your complaint within 8 weeks, or you are not happy with the resolution, you can refer your complaint to the Financial Ombudsman Service. You will need to do this within 6 months of receiving a final response from us.

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