Our Complaints Policy

We want to make sure that you have the best experience possible when using our service. However,  If you are less than 100% happy with any of our services, please follow our complaints procedure below. If you have a complaint about your lender, please contact that lender directly.

 

How to File a Complaint

Please provide a detailed description of your complaint along with your contact information to our Compliance department at: complaints@samedaymoney.co.uk

You may also direct your complaint to us by post or by telephone:

Eyam Hall

Eyam

Hope Valley

Derbyshire

S32 5QW

 

Response Time

Upon receipt of your complaint, we will do our best to resolve it by the end of the next business day.

If we’re unable to do this, we will send you a prompt written acknowledgment of your complaint within three (3) working days and tell you who is handling it. In addition, we will provide you with a copy of our complaints handling procedure.

The complaint process might require an internal or external investigation, which may result in a longer resolution time. If we need to investigate your complaint further to respond fully, we will tell you and keep you regularly updated. Please note that complicated complaints might prompt a comprehensive investigation. We will send our final response as soon as possible, but in any case within eight weeks of receiving your complaint. We regret that not all complaints can be resolved to the satisfaction of the customer.

 

Financial Ombudsman Service

If you are unhappy with our response to your complaint, you may contact the Financial Ombudsman Service (FOS) for their consideration. The website for the FOS is http://www.financial-ombudsman.org.uk Please contact the Financial Ombudsman Service within six (6) months of receiving our final response.

Note: Please ensure that you are contacting the FOS with regard to the correct party. We are a brokerage service, and not a lender. We do not make credit decisions, issue loans or engage in collection activity. Please contact us if you have a question about the identity of your lender.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Email: complaintinfo@financial-ombudsman.org.uk

Telephone: 0800 023 4 567 (calls to this number are now free on mobile phones and landlines) 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers).

 

Dispute Resolution

In addition to the options described above, you may also request a review on the European Online Dispute Resolution Platform, located at: http://ec.europa.eu/consumers/odr

 

Financial Conduct Authority

If you would like to make a complaint to our regulatory body, please use the details below:

0800 111 6768 (freephone) or 0300 500 8082.

Samedaymoney.co.uk is an Introducer Appointed Representative of T Dot UK Limited, registered under FRN 921373. T Dot UK Limited are authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference number: 688026.

Warning: If you do not make your minimum repayment by the agreed upon due date, you may incur additional charges and penalties. If you are having problems paying, please call your credit provider. For other sources of assistance, visit www.mymoneysteps.org; call the Step Change Debt Charity on 0800 138 1111; or National Debtline on 0808 808 4000; or visit moneyadviceservice.co.uk; or visit your local Citizens Advice Bureau.

© 2020 Sameday Money