Complaints

At Loans 2 Go, we are committed to treating customers fairly and providing a high standard of service. If you are unhappy with any aspect of our service or believe we have made a mistake, we want to know so we can put things right.

How to make a complaint

You can contact our dedicated Customer Satisfaction (Complaints) Team using any of the following methods:

By post:

Customer Satisfaction Team

Loans 2 Go

Bridge Studios

34a Deodar Road

London

SW15 2NN

By email:

[email protected]

By telephone:

0330 400 4379

Monday to Friday, 8:00am to 5:00pm

To help us investigate your complaint as quickly and thoroughly as possible, please provide as much information as you can, including:

Your full name and address
Your agreement number
Details of your complaint
How you would prefer to receive our response (email / post)

What happens next

We will acknowledge your complaint promptly, usually within five working days of receipt.

We aim to resolve complaints as quickly as possible and will provide you with a Final Response within eight weeks of receiving your complaint. In many cases, we are able to respond sooner.

If we are unable to provide a Final Response within eight weeks, we will contact you to explain the reason for the delay and tell you when you can expect a response.

If you are not satisfied with our response

If you remain unhappy with our Final Response, or if eight weeks have passed and you have not received one, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The Financial Ombudsman Service is an independent organisation that helps resolve disputes between consumers and financial firms.

You can contact the Financial Ombudsman Service at:

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Website: https://www.financial-ombudsman.org.uk/

Telephone: 0800 023 4567 or 0300 123 9123

You must refer your complaint to the Financial Ombudsman Service within six months of the date of our Final Response.

Trade association conciliation

Loans 2 Go is a member of the Consumer Credit Trade Association (CCTA), which offers a conciliation service to help resolve disputes. You may choose to contact the CCTA at:

Consumer Credit Trade Association

Airedale House

Aire Valley Business Park

Dowley Gap Lane

Bingley

BD16 1WA

Using the CCTA conciliation service does not affect your right to refer your complaint to the Financial Ombudsman Service.

Complaints Data

The Financial Conduct Authority and the Financial Ombudsman Service publish complaints data for individual financial firms every six months.

When things go wrong, we aim to resolve complaints fairly, promptly and consistently, and to learn from them to improve our products and services.

Below is a summary of our complaints data for the period shown:

Firm name: Loans 2 Go Limited
Reporting period: 1 July 2025 to 31 December 2025

‘Complaints upheld by the firm’ refers to the percentage of complaints where Loans 2 Go Limited found in the customer’s favour, either in whole or in part.

Product	No. of complaints opened by volume of business	No. of complaints opened	Number of complaints closed	% upheld
Credit-related Products	120.94 per 1000 loans	4531	4682	36.50%