Complaints
Toot loans is a trading name of Brighter Lending Limited. Our staff are trained to provide the highest possible standards of service to our customers.
We aim to provide you with lending services that meet your needs, putting you as a customer first at all times. Even the best organisations sometimes make mistakes and if we do, or we fail to meet your expectations in some way, we want the opportunity to put things right as quickly as possible.
Our internal complaints procedure explained:
Step 1 – If at any time you have cause for complaint, please raise this initially with the Toot Loans Customer Service Team, either by telephone, email customerservices@tootloans.co.uk or in writing. In some instances we may not be able to resolve the problem immediately however, we will aim to resolve it within 3 working days.
If we are able to resolve your complaint within 3 days, a Summary Resolution Letter will be sent to you confirming that your complaint has been resolved.
Should you subsequently decide that you are unhappy after receiving the Summary Resolution Letter, you can refer your complaint to the Financial Ombudsman Service.
If you feel unable to discuss your concerns with the Toot Loans Customer Service Team, then please refer your complaint directly to our Complaints Officer also based at our Head Office, address below. You will need to set out your concerns fully so that we can investigate the matter.
Step 2 – If we have been unable to resolve your complaint, or if you feel that your complaint has not been resolved to your satisfaction within 3 days you will receive a Complaint Acknowledgement letter/email in which you will be provided with rights to refer the complaint to the Financial Services Ombudsman Service (FOS). The complaint will also be escalated to our Compliance Team.
A member of the Compliance Team will contact you directly in order to resolve the complaint and will aim to issue a final response to your complaint within 8 weeks. We will send you updates while we deal with your complaint during this period.
Step 3 – Our aim is to resolve all complaints internally, effectively and efficiently as possible however, if the customer is not satisfied with our action or explanation or if 8 weeks have passed since they first brought their complaint to our attention, the customer has the right to refer their complaint to the Financial Ombudsman Service, whose address and contact details are:-
Financial Ombudsman Service
The Financial Ombudsman Service is an independent expert who can investigate and resolve outstanding disputes between financial services companies and their customers. The scheme covers various activities, and you have the right to have your complaint investigated by the Ombudsman impartially and independently, free of charge.
The Financial Ombudsman Service will only consider your complaint once we have issued a Summary Resolution Letter or ‘final response’. You have 6 months from the date of our ‘final response’ to take your complaint to the Financial Ombudsman. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
For further information on how the Financial Ombudsman will deal with your complaint go to: Our consumer leaflet: 'Want to take your complaint further?' (financial-ombudsman.org.uk);
The address of the Ombudsman is provided below:
Head Office Address:
Toot Loans
Suite 3.1
12 Tithebarn Street
Liverpool
L2 2TD
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
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