Impeccable customer service as well as customer satisfaction are our priorities and so we treat every single complaint seriously. If you are not satisfied with any aspect of the service provided by ImpactPaydayLoans.co.uk, you are welcome to file a complaint which will be addressed as soon as possible.
How to file a complaint
You can send us your complaint via email: email@example.com
You can also submit your complaint in writing to the following address:
Fire Media Interactive Limited
152-160 City Road
London EC1V 2NX
What is required when filing a complaint
In order to be able to quickly address and resolve your complaint, we ask you to submit the following information:
- your name, address, date of birth, phone number and email address
- the details of your complaint
Please be aware of the fact that we are unable to deal with any complaints concerning the service provider or any lender. In such a situation you will need to submit a complaint directly to them.
How long is the procedure
As soon as we receive your concern, we will do our utmost to resolve it by the end of the next working day.
If, for some reason, this is impossible, we shall promptly notify you of the person dealing with it.
Also, you will be kept informed about our investigation and its result no later than four weeks after we have received your complaint. If the solution has not been reached at this stage and further investigation is needed, we will inform you in writing about it as well as the reasons for the delay.
We will ensure that you receive a final response within eight weeks from our receiving your complaint.
If you are still dissatisfied
If we have failed to provide a final response within eight weeks since receiving your complaint or if our final response does not satisfy you, you may choose from the following options:
- request a formal review by contacting our Complaints Manager
- request the Financial Ombudsman Service (FOS) to review your complaint, you may contact the FOS eight weeks after filing a complaint to us, or within six months from the date of receiving our final response.
Even if you request your complaint to be reviewed by the Company, you still have the right to contact the FOS.
In order to ask for a formal review of our complaints procedure, please get in touch with the Complaints Manager: firstname.lastname@example.org
In order to file a complaint to the FOS, please contact the Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Telephone: 0800 023 4567. Email: email@example.com.
For more information please refer to www.financial-ombudsman.org.uk