Brilliant Loans Complaint Procedure
We do everything possible to ensure all our customers obtain a professional service. However, there may be occasions when you feel the level of service you receive has fallen below an acceptable standard. If this is the case you should contact us to voice your concerns.
How to Complain
If you feel the level of service you receive has fallen below an acceptable standard you can contact us by:
• Telephoning - 01733 393887
• Emailing enquiries@brilliantloans.co.uk
• Writing to - Head of Secured Loans, Brilliant Loans Ltd, Brilliant House, 1b Commerce Road, Lynch Wood, Peterborough, PE2 6LR.
How long will it take to deal with your complaint?
Where possible we aim to resolve your complaint by the end of the next working day following receipt of your complaint.
If you have made a detailed complaint and it is not possible for us to resolve it by the end of the next working day following receipt of your complaint, then within five working days of receipt, we will write to you to tell you who is dealing with your complaint. If we consider that your complaint would be more appropriately dealt with by another firm, for instance the lender, we will refer your complaint to that firm and provide you with their contact details.
The person dealing with your complaint will investigate the issues you raise and try to provide a final response to your complaint within four weeks. If it is not possible to provide you with a final response within four weeks, we will write to you again to let you know how your complaint is proceeding. We will endeavour to provide a final response to your complaint within eight weeks however, in the unlikely event the matter remains unresolved, we will write notifying you of the reasons for delay and informing you, where the complaint qualifies, of your right to refer any dissatisfaction to the Financial Ombudsman Service.
Financial Ombudsman Service
If you are not happy with our final response you are entitled to complain to the Financial Ombudsman Service if your complaint meets the following criteria:-
• Is in respect of a loan regulated under the Consumer Credit Act (currently an amount of £25,000 or less)
• FSA Regulated Mortgage Contract
• Payment Protection Insurance
The Financial Ombudsman offers a free and independent service where, subject to it meeting the qualifying criteria, they will look at your complaint, along with our response. The Financial Ombudsman Service will only consider your complaint after we have provided our final response. If you want the Financial Ombudsman Service to look into you complaint, you must contact them within six months from the date you received our final response.
You can find out more about the Financial Ombudsman Service on their website at www.financial-ombudsman.org.uk
You can write to the Financial Ombudsman Service at:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone 0845 0801800
