We Take Complaints Seriously

A primary goal at Yes Loans is to provide an excellent standard of service to our customers. Sadly, however, things can sometimes go wrong and you may feel the need to make a complaint.

We aim to operate with an exceptional level of care, placing your needs and wellbeing at the forefront of our business. The following policy explains how you can make a complaint and what we will do when we receive it.

You can make your complaint in a number of ways:

By email:
complaints@yesloans.co.uk

By post:
Yes Loans
12 Churchfield Court
Barnsley
S70 2JT

You may also make a complaint through the contact form on our website or by any other reasonable means. You do not need to use the word “complaint” for us to treat your concerns as one.

We will, of course, handle any complaint regardless of how much or how little information you provide. However, to help us investigate and try to put things right as quickly as possible, please provide as much of the following information as you can:

• What it is that you are unhappy about.
• Any relevant information or events leading up to the complaint.
• What you would like us to do to resolve the matter.*
• Anything else you think may be relevant to your complaint and our investigation.

* We may not always be able to resolve matters in the way you would wish. However, it often helps us to understand what you would like the outcome of your complaint to be.

Providing information about your preferred resolution is not a requirement of the complaints process. However, experience has shown that it can sometimes help us reach a resolution more quickly.

To begin with, we will consider the information you have provided together with any records we hold about your relationship with us. If we need any additional information, we will contact you by telephone or email.

The regulations allow a shorter complaints-handling procedure to be used where a straightforward complaint can be resolved quickly. Where possible, we will use this procedure in the following way:

1. We provide you with a resolution by close of business on the third business day following the day on which we received your complaint.
2. You confirm, either verbally or in writing, that you accept our response as the resolution of your complaint.
3. We provide you with a Summary Resolution Communication, commonly referred to as an SRC.

The SRC will:

• Confirm that we have received your complaint.
• Confirm that we consider the complaint to have been resolved.
• Explain your right to refer your complaint to the Financial Ombudsman Service if you later decide that you are dissatisfied with the resolution.
• Provide details of the Financial Ombudsman Service and the relevant time limit for referring your complaint.

If we are unable to resolve your complaint and receive your acceptance within this period, we will move automatically to our full complaints-handling procedure.

We will write to you promptly to acknowledge your complaint and confirm that we are dealing with it. We will also explain when you can expect to receive our response.

We will then investigate your complaint fully, using all the information available to us. If we need any further information from you, we will write to you or call you to ask for it.

When we have completed our investigation, we will send you our Final Response Letter. This will explain:

• Our understanding of your complaint.
• The investigation we have carried out.
• Our findings and decision.
• Whether we accept, partially accept or reject your complaint.
• Any remedial action or redress we believe is appropriate.

Please note that redress is not always financial. Depending on the circumstances, it may take the form of an apology, an explanation, correcting information or an offer to put matters right.

We aim to send our Final Response Letter as soon as reasonably possible and no later than eight weeks after receiving your complaint.

We will also provide details of the Financial Ombudsman Service, to which you may be able to refer your complaint if you remain dissatisfied with our response.

We want to keep you updated throughout the process. If we are still unable to provide our Final Response Letter after four weeks have passed, we will write to you with an update on the progress of our investigation.

If we have not been able to provide our Final Response Letter within eight weeks, which is very rare, we will write to explain:

• Why we have not yet been able to complete our investigation.
• When we expect to provide our Final Response Letter.
• That you may refer your complaint to the Financial Ombudsman Service if you do not want to wait any longer for our decision.

The Financial Ombudsman Service provides a free and independent service for customers who are unhappy with a financial business’s response to their complaint. It provides a way for eligible complaints to be considered without the customer having to take the matter to court.

When we issue our Final Response Letter or Summary Resolution Communication, we will explain your right to refer the matter to the Financial Ombudsman Service and how to do so.

You will normally have six months from the date of our Final Response Letter or Summary Resolution Communication to refer your complaint to the Financial Ombudsman Service.

If you do not refer your complaint within this period, the Financial Ombudsman Service may not be able to consider it unless limited exceptions apply. For example, it may be able to consider a late complaint if it believes the delay resulted from exceptional circumstances.

Our Final Response Letter or Summary Resolution Communication will provide full details of your referral rights, including whether we consent to the Financial Ombudsman Service considering a complaint referred outside the usual time limits.

You should normally give us the opportunity to investigate your complaint before referring it to the Financial Ombudsman Service. However, you may also refer your complaint if we have not provided our Final Response Letter within eight weeks of receiving it.

You can contact the Financial Ombudsman Service using the following details:

By post:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By telephone:
0800 023 4567

Online:
financial-ombudsman.org.uk