Complaints Policy

A complaint is any expression of dissatisfaction regarding our website, services, or interactions with our team. This includes concerns about the quality of service, information provided, or the way a query was handled.

To help us resolve your issue as efficiently as possible, please include the following when contacting us:

• Your full name
• Your contact details (email or phone number)
• A clear description of your complaint
• Any relevant supporting information or documents

We aim to acknowledge your complaint within a reasonable timeframe after receiving it. You will receive confirmation that your complaint has been logged and is being reviewed by the appropriate team.

Once your complaint is received, we will:

• Review the full details of your complaint carefully
• Contact you for any additional information if required
• Assess the situation fairly and objectively

We aim to respond as soon as possible, depending on the complexity of the issue. More straightforward complaints may be resolved within a few working days, while complex matters may require additional time to investigate thoroughly.

If your complaint relates to a lender or third-party financial provider introduced through our service:

• We may direct you to contact them directly, as they are responsible for their own decisions and services
• As a credit broker, we do not control the actions, decisions, or policies of individual lenders

Throughout the complaints process, we will:

• Handle your complaint fairly and transparently
• Keep your personal information strictly confidential
• Work towards a reasonable and satisfactory resolution

If you remain dissatisfied with our response after our complaints process has been completed, you may consider seeking independent advice or further assistance from relevant regulatory organisations.

We value your feedback and use every complaint as an opportunity to improve our services for all customers.