Make A Complaint
Love Finance Ltd (“Love”) is committed to providing the highest quality service and ensuring customer satisfaction. However, should you feel that we have done something wrong, we welcome the opportunity to learn from this and we have a Complaints Procedure in place to assist us in resolving your concerns.
Write to us
Should you wish to complain please write to us at the following address providing us with full details of your concerns, together with our agreement number and contact details for yourself:
Post: Customer Services Department, Love Finance Ltd, 36 Great Charles Street, Birmingham, B3 3JY
Alternatively, you can contact us via email:
What happens next
Love strives to provide a responsive and timely service to all of our customers, we will:
• treat all complaints seriously and thoroughly investigate them;
• resolve complaints promptly; and
• learn from complaints and take action to improve our service.
We will attempt to resolve your concerns within 3 business days from receipt of the complaint, but if we cannot we will acknowledge your complaint within 5 working days and hopefully resolve the complaint within 4 weeks.
If you then feel dissatisfied with the result you receive, you can contact us to ask for the complaint to be reviewed by another Complaints Officer, generally at a more senior level. We will then carry out a further investigation and will seek to ensure you receive our response within 8 weeks from the date of the original complaint.
Financial Ombudsman Service
If you still remain unhappy with the solution even after the second review, and if you are eligible, you can refer your complaint to the Financial Ombudsman Service who provide an impartial and free service to help you. Their contact details are as shown below.
By post: Financial Ombudsman Service, Exchange Tower, London E14 9SR
By phone: 0800 023 4567
By e-mail: firstname.lastname@example.org