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Complaints

Complaints

We’re really sorry to hear that you want to make a complaint. At eloans, we work extremely hard to ensure that our customers are at the heart of everything that we do, however we understand that sometimes things do go wrong. If you feel as though we can improve something or you have not been happy with the service you have received from us then we want to hear about it.

 

Firstly…

Let’s talk about it. Our trained Customer Service Team would love to have the opportunity to try and resolve your complaint as we usually find that most problems can be resolved by either picking up the phone and talking to us or getting the details of your complaint down in an email.

 

Tel: 08003600284

Our email address: info@sterlinggroupltd.co.uk

 

If you would prefer to put pen to paper and write to us, you can do so to this address:

Suite 7, Lansdowne Place, 17 Holdenhurst Road, Bournemouth, BH8 8EW

 

If you do choose to email or write to us, please give us a description of your complaint and any other information you think is relevant. We always welcome ideas of how you think we can resolve your complaint.

 

Next Step…

If we are not able to resolve your complaint immediately, it will be formally acknowledged within 3 working days of receipt and we will do our best to resolve your complaint as quickly as possible. Sometimes if a complaint is particularly complex, it may take longer to resolve so please bear with us. We will always try our best to respond to your complaint as quickly as possible and we’ll send you our final response no later than 8 weeks from when you first complained. If we can’t complete our investigation in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response.

 

Finally…

If you feel as though we haven’t been able to resolve your complaint after receiving our final response letter, have taken longer than the 8 weeks to investigate it or if you’re unhappy with the way that we have dealt with your complaint, you have the right to refer it to The Financial Ombudsman Service:

The Financial Ombudsman Service

Exchange Tower London

E14 9SR Phone number: 0300 1239 123

Email address: complaintinfo@financial-ombudsman.org.uk

Further information regarding the service can be found on the Financial Ombudsman website:

http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

 

European Online Dispute Resolution platform You may also use the new ODR platform to resolve problems with goods or services purchased online.