We want to ensure your experience with Phone A Loan is positive and we will do our best to provide you with a high level of service and customer care every time. However, sometimes things can go wrong and we may fail to meet expectations.

If you think we have let you down, then please tell us by either calling, emailing, writing to us (as explained within the Complaints Procedure Summary below), or by clicking on the link below and filling out the complaint form online: http://www.phonealoan.co.uk/complaints.aspx.

How Phone A Loan deal with payment protection insurance complaints -

• Our internal procedure allows us to deal with complaints fairly and promptly.
• We aim to resolve our complaints as soon as possible and usually this is within 8 weeks.
• Complaints Procedure Summary – How we deal with complaints.
• To assist in dealing with payment protection insurance complaints promptly and fairly we suggest you complete the FOS questionnaire provided below and send it into us with your initial complaint or complete our payment protection insurance questionnaire which will be sent to you with your acknowledgement letter and a free pre paid envelope for you to return.
• FOS Questionnaire - http://www.financial-ombudsman.org.uk/.../complaint_form.pdf
• We aim to resolve and respond to your payment protection insurance complaint at the earliest convenience and on occasions we may need your assistance by completing a questionnaire or assisting in clarifying a few points raised within your complaint.
• We will then send you a letter which will clarify our findings of the complaint raised, it will advise whether your complaint has been upheld or rejected and the reasons why, where remuneration is deemed appropriate we will provide an acceptance letter and details of the redress offered.
• Once an acceptance is received we advise that this will take approximately 21 working days to complete.

Useful Links

It is important that you are aware of your rights as a customer, and as such we have provided the following links which we hope will provide you with an independent source of information regarding payment protection insurance.

If you decide to escalate your complaint regarding payment protection insurance you can refer the complaint to the Financial Ombudsman Service (FOS). Payment protection insurance was regulated by the Financial Services Authority (FSA) from 14 January 2005. The link to the FOS website is http://www.financial-ombudsman.org.uk/consumer/complaints.htm

You will also be required to fill in a payment protection insurance Questionnaire which is available by clicking the link below: http://www.financial-ombudsman.org.uk/.../complaint_form.pdf

Independent advice on payment protection insurance can be obtained from a variety of organisations and websites, some of which are listed below:

• Consumer Direct - the government-funded telephone and online service offering free information and advice on consumer issues. http://www.direct.gov.uk/
• Citizens Advice Bureau (CAB) - charitable organisation that provides advice to consumers. http://www.citizensadvice.org.uk/
• The Money Advice Service produces a booklet for complaints http://www.moneyadviceservice.org.uk/.../making_a_complaint.pdf

You may have enlisted the assistance of a third party company to help you with your complaint regarding payment protection insurance and some useful information regarding these companies can be found using the links below:

• Ministry of Justice (MOJ)
• Information for consumers from the Government Regulator about Claims Management Companies, their obligations to you and questions and answers http://www.justice.gov.uk/.../information-for-consumers.htm
• How to complain about a claims management company http://www.justice.gov.uk/
• Solicitors Regulatory Authority (SRA)
• Information for consumers who are thinking about gaining legal advice or how to complain about legal advice http://www.sra.org.uk/