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COMPLAINTS HANDLING PROCEDURE

At DotDotLoans.co.uk, we are committed to delivering an exceptional, straightforward, and top-tier level of service to individuals seeking financial assistance. Our customers are at the core of everything we do, and we take great pride in providing a high standard of service. However, we recognise that there may be times when our service doesn’t meet expectations. If something isn’t right, we want to hear from you.

How to Raise a Complaint

 

To help us address your concerns, please provide your contact details, a description of your complaint, how you believe we can resolve the issue, and any relevant supporting information.

In writing to:

PJG FINANCIAL LIMITED
272 Bath Street
Glasgow
G40SX

Email: contact@DotDotLoans.co.uk

How Long Will It Take?

 

We’ll do everything we can to resolve your complaint as quickly as possible. If we’ve managed to resolve your concerns in three working days, we’ll send you a summary resolution to acknowledge we’ve closed your complaint via email or a letter.

If we haven’t resolved your complaint within three working days, we’ll send you an email or letter to formally acknowledge that we’re still looking into it.

Our dedicated complaints team will take the time to understand your concerns. Once they’ve completed their investigation, you’ll receive a final response where we’ll share the following:

  • The decision we’ve come to.
  • An outline of what actions we’ve taken to help.
  • Explain our findings and how this has led to our decision.

It’s important to us that you understand how we’ve reached our decision. If at any point you have any questions or don’t understand our explanation, please let us know.

We’re regulated by the Financial Conduct Authority (FCA) who allow us up to eight weeks to provide a final respond to your complaint. We aim to resolve this much sooner but if we can’t, we’ll keep you updated.

Sometimes, it can take longer than we’d like for us to close your complaint. This is because we want to make sure we’re doing everything we can to give you the best outcome possible. This can include speaking to our suppliers or other departments.

Referring Your Complaint

 

Should you wish for the Financial Ombudsman Service to review your complaint, you must do so within six months of the date of our final response. The Ombudsman will only consider your complaint if you have first given us the opportunity to resolve the matter.

If your complaint is referred after this time, the Ombudsman may only consider it in limited circumstances, such as if exceptional circumstances caused the delay.

Contact Details for the Financial Ombudsman Service

 

Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone:

  • 0800 023 4 567 (free from mobile phones and landlines)
  • 0300 123 9 123 (charged at the same rate as 01 and 02 numbers)

Email: complaint.info@financial-ombudsman.org.uk

For more information, please visit their website at www.financial-ombudsman.org.uk.

We will also provide you with a leaflet titled ‘Your Complaint and the Ombudsman’, which contains further details about the Financial Ombudsman Service.

Our Commitment to You

 

Our compliance officer will handle your complaint diligently, ensuring every effort is made to address your concerns swiftly and effectively. The complexity of the issue may influence how long it takes to fully resolve your complaint, but we will keep you informed every step of the way.

Your satisfaction is our priority, and we are here to help put things right.