Complaints Policy

This information is provided to all of our customers who visit Loansbymal. We like to be upfront about our complaints policy. Whilst we strive to offer the best service possible we can sometimes get things wrong. If you are not satisfied with any aspect of the service you have received from Loansbymal, we would like you to tell us your concerns.

You can contact us by e-mail or post. Upon receipt of your complaint we will do our best to resolve your complaint as quickly as possible and within the regulatory timescale. If we reach this resolution with you, we will nonetheless send you a Summary Resolution Communication, even if we have informally resolved your complaint.

If we cannot resolve your complaint informally, we will send you an acknowledgement of your complaint. We will issue a final response letter within eight weeks of receiving your complaint.

If you are dissatisfied with our final response, you can ask us to review our decision. You can ask the Financial Ombudsman Service to review your complaint. You should contact the  Financial Ombudsman service within 6 months of receiving our final response letter or Summary Resolution Communication.

You may write to the Financial Ombudsman Service at the address below or refer to their website at

Even if you have asked for your complaint to be reviewed you can still contact the Financial Ombudsman Service.

Contact Details
Email our complaints team on [email protected] or write to us at 

Bourne Park, 
Exeter Park Road,

Financial Ombudsman Service
Exchange Tower
E14 9SR
Tel: 0800 023 4567