Complaints Policy

We are committed to treating all of our clients fairly and delivering quality service. If there’s ever a time when you don’t feel we’ve lived up to this then we want to hear from you.

Step One: Making a Complaint

If you wish to register a complaint, please write to or telephone us on

Practice Loan Company plc,  Unit 5 The Mews, Trent Business Centre, Trent Park, Eastern Avenue, Lichfield, Staffordshire, WS13 6RR.
By telephone on: 0800 328 0161
By e-mail on: enquiries@practiceloancompany.co.uk

A summary of our internal complaints handling procedures for the reasonable and prompt handling of complaints is available on request and if you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service at www.financial-ombudsman.org.uk or by contacting them on 0800 023 4 567.

 

Step Two: Acknowledging your Complaint

We will always try to resolve your concerns within two business days. However, if we are unable to do this or we need to conduct more detail investigations, we will send you an acknowledgement of your complaint within five business days of receiving it. We will provide you with a copy of our complaints procedure.

We will always set out our understanding of your complaint, regardless of whether it was received in writing or verbally.

Step Three: Investigating your Complaint

Your complaint will be investigated by somebody experienced and who is not connected to your complaint. In this way we can complete a fair investigation. We may ask you to submit copies of documentation to help us with our investigation.

Step Four: Keeping you Informed.

If we have not been able to resolve your complaint within three weeks, we will write to you and let you know when we expect to complete our investigation.

Step Five: Resolving your Complaint

We will always aim to resolve your complaint within eight weeks of receiving it.

At the end of eight weeks we will write to you with the outcome of our investigation and advise you what to do if you are not satisfied.

Step Six: If you are still unsatisfied.

If we have not been able to complete our review of your complaint within the eight week period, we will write to you and let you know when we expect to have finished our investigation.

We will also provide you with details of your rights to refer the matter to the Financial Ombudsman Service (FOS). The FOS can be contacted as follows:

South Quay Plaza
183 Marsh Wall
London
E14 9SR.Telephone@ 0845 080 1800
E-mail: enquiries@financial-ombudsman.org.uk