Contact us

Here to help with your accessibility requirements

At The Loans Engine, we are committed to supporting customers and providing a positive experience. You can let us know of any requirements to support you when you speak to an advisor, or by contacting us on the details above. You can also use our live chat service by clicking the chat prompt below. We have introduced a range of accessibility measures to allow everyone to use our service.

Hearing or speech impairment

We use Relay UK to support people with hearing and speech difficulties to communicate with us over the phone by using the national relay service. To use the service dial 18001 followed by the full phone number you want to call. Calls are charged at standard telephone rates (your telephone service provider can give you information about how you’re billed). If you’re using a smartphone with the Relay UK app, 18001 is automatically included before the number you want to dial.

For more information, please visit https://www.relayuk.bt.com/how-to-use-relay-uk.html

Visual impairment

Most of our documents are sent in an electronic format and compatible with all major screen-reader software and iOS and Android accessibility features. However if you require any posted documents in large print, please let an advisor know or by contacting us on the details above.

Our website

You can use your internet browser to change the text size and font on our website. For more information on how to do this, just click the link below for your internet browser:

• Internet Explorer
• Firefox
• Chrome
• Safari

Extra support

When you tell us more about yourself and how we can help you, it will help us understand your circumstances and support needs so that we can offer you the best support. If you require any additional support, please speak to an advisor or contact us using the details above.

What happens if things go wrong?

You should find your dealings with us to be prompt, efficient, friendly and professional. If you have a complaint about any aspect of the service you have received we recommend that you bring your concerns to our attention as soon as possible in order that we can resolve your complaint promptly.

We have a formal complaints procedure to ensure that your complaint is handled quickly, fairly and efficiently; a leaflet with details of this process is available on request.

On receipt of your complaint the matters raised will be investigated by an independent Complaint Handler within the company.

For further information or to make a complaint please contact the Complaints Department at the correspondence
address shown above, or email by clicking here.

Where your complaint relates to regulated activity that falls under the jurisdiction of the Financial Ombudsman and we
are unable to resolve your complaint to your satisfaction, you have the right to refer your complaint to the Financial
Ombudsman Service free of charge by phone (0800 023 4567) or email (complaint.info@financial-ombudsman.org.uk)

There are certain time limits which affect whether we or the Financial Ombudsman Service can investigate your complaint. Further information can be found at Financial Ombudsman - Consumers expect time limits.

Further information about the Financial Ombudsman Service can be found by visiting www.financial-ombudsman.org.uk.