Complaints Policy

At Warwick Financial Services Limited (trading as FinLoan), we are committed to providing excellent service. If you are unhappy with any part of your experience, we welcome your feedback and will do our best to resolve your complaint fairly and promptly.

How to Make a Complaint

You can contact us using the following methods:

Telephone:

0800 599 9334

Post:

Warwick Financial Services Ltd
4th Floor, 18 St Cross Street
London, EC1N 8UN

Please include:

  • Your name, contact number, and email address
  • Full details of your complaint

Complaints About a Lender

If your complaint relates to a lender, you should contact them directly. If you're unsure how to do this, contact us and we'll help you find the correct details. Lender contact information may also be available on our website.

What Happens Next?

We will:

  • Acknowledge your complaint in writing promptly
  • Try to resolve your complaint within 5 working days
  • If we cannot resolve it within 5 days, we'll tell you who is handling it and when you can expect a response

We aim to resolve all complaints within 4 weeks, but if we cannot do so, we will provide an update. If after 8 weeks your complaint is still unresolved, or you're unhappy with our final response, you can refer your complaint to the Financial Ombudsman Service (FOS).

Financial Ombudsman Service (FOS)

If you remain dissatisfied, you can contact the FOS:

The FOS is available to help individual consumers and certain small businesses. You can find more information about eligibility on their website.

Important Note

Warwick Financial Services Limited is a credit broker, not a lender. We do not make lending decisions or collect payments. If you are unsure who your lender is, contact us and we will assist you.