We are aimed at providing high quality services to our customers. We value and appreciate the feedback from our customers; their criticism provides us the opportunity to resolve the issues and complains of our customers if they are not satisfied with our services and products. The satisfaction of our customers is our first priority and we try our best to resolve their complaints in less amount of time.

We take all the required measures to satisfy our customers and fulfill their demands; following guide will explain procedures and measures that we use to resolve the problems and complaints of our customers. This guide will also explain the measures that our customers should take if their requests are not being fulfilled.

If the customers are having complaints

We request our customers to contact us if they are not satisfied or have some issues with services. Our customers can contact us by sending us a mail at  cs@prideloans.co.uk or writing at 71-75 Shelton Street, London, Greater London, United Kingdom, WC2H 9JQ

Customers should contact the concerned departments in the first place, to help us in investigation and finding solutions of their problems.

We request our customers to provide us following information to help us in dealing with their complaints:

• First and last name, data of birth, address and contact number

• Email and mobile number that is mentioned on their application (if required)

• Complete details about the problem

• Provide details about what measures do they want us to take

• Photocopies of required documents

Normally, we take almost three working days to deal with the problems of our customers. After resolving their complaints, we contact them through letter or email and inform them that we have resolved their complaint and guide them about further steps that they need to take. We contact the customers and provide them the details of concerned person who is responsible for dealing with their complaint, in case we not able to resolve their issues in the given time.

We can also ask for further details from our customers to understand their concerns. This information helps us in finding the root cause of problem, after identification of problem, we contact our customers and inform them about the progress in their complaints.

If due to any reason, we are not able to send a last response to our customers within a month, we inform them and explain them why we are not able to resolve their issues and indicate them that we will contact them further. If there are some complications in the complaint, we inform our customers and keep them updated about the process of investigation.

If due to some reason we are not able to send a final response in two months, we will inform our customers about this delay in writing and provide them a time range during which they can expect a response from us. At this point, our customers can forward their complaint to Financial Ombudsman Service, if they are not satisfied with our services.

The Financial Ombudsman Service

We provide the right to our customers to contact and complain to Financial Ombudsman Service if we are not able to satisfy them with our last response; we have provided the contact details of Financial Ombudsman Service below. Customers can only make this complain within 6 months of our last response. We will send a copy of Financial Ombudsman Service descriptive pamphlet with our last response. Apart from this, customers can get a copy from:

Financial Ombudsman Service, Exchange Tower, London E14 9SR
www.financial-ombudsman.org.uk

Or by Calling: 0800 023 4 567 – there are no charges for calls on this number

Or 0300 123 9 123 – call charges for this number are same as 01/02 numbers on average call charges

Or +44 20 7964 0500 for customers that are not the citizen of UK

Sincerely

Pride Loan UK