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Making a complaint


We appreciate that if things go wrong there are four things that matter:
  • You know who to complain to
  • You know how your complaint will be dealt with
  • You feel confident that we'll take your complaint seriously
  • Where appropriate, we'll put things right quickly

Once you've submitted your complaint, we'll:
  • Try and reach a resolution for you as soon as possible. If for some reason we are unable to do this we will;
  • Acknowledge your complaint in writing and let you know who's dealing with it
  • Carry out a full investigation into your complaint to see what's happened based on the evidence provided to us
  • Deal with your complaint thoroughly and fairly by a dedicated member of staff who hasn't directly been involved in the matter you've complained about

We may need to ask you for further information and may need to contact other parties (with your permission) for further information. 


Ways to contact us


Call us: 03454 150 150
Write to us: Compliance Officer, more2life, Baines House, 4 Midgery Court, Fulwood, Preston, PR2 9ZH
Email us: [email protected] 

When you get in touch, we'll need:
  • Your name and address
  • Your loan reference number, if you have one
  • Full details of your complaint or feedback

This helps us look into your complaint and process it as precisely and efficiently as possible.
 

What to do if you're not happy with our decision


If you believe that we haven't satisfactorily dealt with your complaint, you may be entitled to refer it to the Financial Ombudsman Service by:

Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 023 4567
Web: www.financial-ombudsman.org.uk

‚ÄčThis procedure will not prejudice your right to take legal proceedings. However, please note that there are some instances when the Financial Ombudsman Service cannot consider complaints. 
more2life Limited. Registered in England No 5390268. Registered Office: Baines House, 4 Midgery Court, Fulwood, Preston PR2 9ZH. more2life is authorised and regulated by the Financial Conduct Authority.