Complaints Process

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Complaints Process

Although we aim to provide you with the highest standards of service, there may be occasions when our service or advice does not meet your expectations. This guide is intended to communicate the process we will follow should you feel the need to complain. The procedure has been designed to meet the requirements of the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).

Although we will deal with complaints made verbally, it is preferable that your complaint is put in writing by email to hello@loanmoneytree.co.uk or in by post using the below address:

Customer Complaints

1st Floor | 2 Woodberry Grove | Finchley | London | N12 0DR

We will send you a written acknowledgement within five working days of receiving your complaint (whether made verbally or in writing).

Your concerns will be fully investigated and a detailed response (‘decision letter’) issued within eight weeks of receiving your complaint.

Should you have any concerns in the meantime you should contact the customer services department using this email address hello@loanmoneytree.co.uk

In the unlikely event that no response is provided by us within the eight-week period you are entitled to refer your complaint to the Financial Ombudsman Service.

If you remain dissatisfied following our final decision letter, you have the option to refer the matter to the Financial Ombudsman Service at:

The Financial Ombudsman Service

Exchange Tower, London, E14 9SR

If the matter is to be referred to the Ombudsman you should do so as soon as possible after our final response and certainly within six months. Outside this time period the FOS has the discretion whether to review your complaint or not.

Please note

You should allow us to complete our Internal Complaints Procedure before you refer your concerns to the Ombudsman.

There are certain types of complaint that are outside the Ombudsman’s jurisdiction. Before you refer the matter to the Ombudsman you may wish to contact them on 0300 123 9123 to discuss your complaint. You can also visit their website for more information.

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Being a member of the CCTA (Consumer Credit Trade Association) brings with it a reputation for maintaining the highest standards and following guidelines to ensure we bring our customers the best service possible.

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Consumer Advisory:
Loan Moneytree is a loan matching service. This site will submit the information you provide to a direct lender. Upon loan approval, a direct lender may require further information from you which will be collected after we transfer you to their website or they may contact you via phone or email.

The operator of this site is not a direct lender. Loan terms, conditions and policies vary by lender and applicant qualifications. Late or missed loan payments may be subject to increased fees and interest rates. Not all lending partners offer up to £2,000 loans, and not all applicants will be approved for their requested loan amounts. Loan repayment periods vary by lender also. Lenders may use collection services for non-payment of loans.

Not all borrowers will qualify for a loan, the operator of this website does not engage in any direct consumer lending, we simply provide a FREE loan matching service to the public.

Representative Example:
Amount of credit: £850 for 11 months at £146.30 per month. Total repayment of £1,609.25. Interest: £759.25. Interest rate: 150% pa (fixed). 277.6% APR Representative.

Authorised and regulated by the Financial Conduct authority. Interim permission number 657596.

*Fund transfer times may vary based on the matched UK money lender, time of day applied and your bank.