Complaints Procedure

Our commitment

If you're unhappy with our service, we want to know. We will treat your complaint fairly and promptly, and it costs you nothing to complain.

A complaint is anything you tell us, by phone, email, letter or in person, that you're unhappy with something we did or didn't do. You don't need to use the word “complaint”.

How to make a complaint

You can complain in whichever way suits you:

• Phone: +44 1534 744727 (Monday to Friday, 9am to 5pm)
• Email: info@theloanhub.co.uk
• Post or in person: The Loan Hub Limited, Regus, First Floor, Liberation Station, Esplanade, St Helier, Jersey, JE2 3AS

It helps if you tell us your name and contact details, what went wrong, and what you would like us to do to put it right. If you need any help making your complaint, for example because of a disability, let us know and we will make reasonable adjustments.

What happens next

We aim to resolve every complaint as quickly as we can.

• Within 3 business days: if we can resolve your complaint to your satisfaction by the end of the third business day after we receive it, we will confirm that in writing and tell you how to contact the ombudsman if you change your mind.
• Within 5 business days: otherwise, we will send you a written acknowledgement. It confirms we are dealing with your complaint and includes a copy of this procedure.
• While we investigate: your complaint will be reviewed by a senior member of the team, and we will keep you updated on our progress.
• Usually within 8 weeks, and no later than 3 months: we will send you our final response in writing.

Our final response will either accept your complaint and offer to put things right, offer to put things right without accepting the complaint, or reject it and explain clearly why. It will also tell you how to refer your complaint to the Channel Islands Financial Ombudsman.

Complaints about your lender

We are a broker, not a lender. If your complaint is about your loan itself, such as its terms, repayments or how your account is managed, the lender will have its own complaints procedure and you can complain to it directly. If you're not sure who to complain to, contact us and we will help you.

If you're not happy with our response

If you remain dissatisfied with our final response, or we haven't sent one within 3 months, you can refer your complaint to the Channel Islands Financial Ombudsman (CIFO). It is an independent body that resolves complaints about financial services in the Channel Islands, and its service is free for consumers.

• You must contact CIFO within 6 months of the date of our final response, or CIFO may not be able to review your complaint.
• You must also contact CIFO within 6 years of the event you're complaining about or, if later, 2 years of when you could reasonably have been expected to become aware that you had a reason to complain.

Changes to this procedure

This procedure was last updated on 12 October 2026.