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We’re sorry things didn’t go quite right for you, it’s really important you let us know so that we can put it right.

Below are some useful points which may help answer some questions for you.

Are you unhappy with our customer service?

We aim to provide the best service we can, but we don’t always get this right, if at any time you’re unhappy with a service we have provided we want to know what we can do to put it right.

Please get in touch with us at serviceteam@moneyline-uk.com so we can resolve this for you. 

Do you need to contact us about your repayments?

We know stuff happens, if you are struggling to make your loan payments you can talk to us. We can work together to come up with a plan that is affordable for you and even change how and when you pay if that helps. 

Contact the team  at serviceteam@moneyline-uk.com to see how we can help get you back on track 

Are you unhappy with our communication?

We like to keep you updated while you are repaying your loan by email, text, phone or post.

You can change your preferred method of contact at any time by clicking here but we need to continue sending certain messages and letters as a legal and regulatory requirement. 

Are you unhappy with a decline decision?

Although we want to help as many people as possible, sometimes we won’t be able to offer you a loan and this can be for a number of reasons. See our FAQ's for more information.

If you would like your application reviewed by a member of the team, please get in touch at serviceteam@moneyline-uk.com

How long will it take for my complaint to be resolved?

We will try to find a solution and will be in touch with you as soon as possible. We need to tell you that complaints can take up to 8 weeks to resolve, however we will try to resolve your complaint as quickly as possible. Once we have looked into your complaint, we will write to you with our response explaining our findings.  

If we need any more information from you we will be in touch, sometimes it may take a little longer to resolve – if this is the case, we will keep you updated on our progress. 

If you are unhappy with how we have handled your complaint or the final outcome, you can contact the Financial Ombudsman Service. You must send your complaint to them within 6 months of the date of our final response. 

Are you unhappy with how we have handled your complaint?

If you are unhappy with how we have handled your complaint or the final outcome, you may contact the Financial Ombudsman Service.

You must send your complaint to them within 6 months of the date of our final response.

Financial Ombudsman Service,
Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567
Email: complaints.info@financialombudsman.org.uk

Do you still have a complaint?

Anything else? 

If you would like to talk to us about anything else we haven’t mentioned in our complaints section, please get in touch below. 

Click here to get in touch