Complaints Procedure

What happens if things go wrong?

You should find your dealings with us to be professional, efficient but also friendly. Our aim is to deliver a service which is truly exceptional.

If you have a complaint about any aspect of the service you have received, our staff will be happy to investigate.

Please bring your concerns to our attention as soon as possible-the sooner we know about them the sooner we can respond.

We have a formal complaints procedure to ensure that your complaint is handled quickly, fairly and efficiently. This document is designed to provide you with details of this procedure.

Our Complaint Handling Procedure

You can lodge your complaint by telephone, letter, email, text or fax. Please go to our Contact page.

Upon receipt of your complaint the matter(s) raised will be investigated by a manager in the Company.

If we are unable to resolve your concerns over the telephone within 72 hours of you lodging your complaint, we will send you a written acknowledgement promptly.

We will advise you clearly who will be investigating your complaint and provide you with their contact details.

We will carry out a full, independent investigation into the matters you have raised.

If it is necessary to obtain further information from third parties to enable us to investigate further, you will be informed of this and where appropriate your written authority obtained prior to any disclosures being made by us to the third party.

Once the investigation is concluded a full written response will be provided to you within 8 weeks from the receipt of your complaint. It will detail our investigation into the matters you have raised. we will ensure the correspondence is in clear English.

If we fail to provide a final response within 8 weeks of receiving your complaint, we will write to you again, detailing when we anticipate when we will respond. You may be entitled to refer your complaint directly to the Financial Ombudsman Service at this point.

If you are not fully satisfied with the final response you may be entitled to refer your complaint to the Financial Ombudsman service at this point.

We will provide you with details of the Financial Ombudsman Service and answer any questions you might have about referring your complaint to them.

If you wish to refer your complaint to the Financial Ombudsman Service, you will need to do so within 6 months of the date of our final response.

The Financial Ombudsman Service

If we are unable to resolve your complaint to your satisfaction you may have the right to refer your complaint to the Financial Ombudsman Service.

The scheme is restricted to:

• Personal customers
• Business (including charities and trustees) with an annual turnover of less than £1 Million.

The scheme is entirely free to use. The Financial Ombudsman Services exists to help resolve certain complaints when our internal complaints procedure has been unable to resolve your complaint to your satisfaction.

The Ombudsman is also available to investigate complaints where a formal response has not been made to you within the prescribed time scales.

Further information regarding the service is available from us on request. Alternatively, the Financial Ombudsman Service may be contacted directly:

The Financial Ombudsman Service
Exchange Tower
London
E149SR

Tel: 080 0023 4567

Website: www.financial-ombudsman.org.uk

For further information or to make a complaint please contact:

Customer Service
Match the Cash, trading as GuarantorMyLoan
Floor 4, 25-27 Surrey Street
Norwich
Norfolk
NR13NX

Tel: 01603 391013

Website: www.guarantormyloan.co.uk