If we’ve got something wrong

How to complain

• Phone 01302 410015, Monday to Friday, 9am to 5pm
• Email info@pbloans.co.uk
• Post PB Loans Limited, Ava House, 38 Ratcliffe Road, Leicester, England, LE2 3TD

Tell us what happened, when, and what you’d like us to do. If it’s easier for someone else to complain for you, that’s fine — we just need your say-so.

What happens next

Within three working days — we acknowledge it and tell you who is looking into it.

We investigate — we look at your file, listen to any calls, and speak to anyone involved.

We reply in writing — what we found, whether we uphold it, and what we’ll do.

Within eight weeks — you’ll have our final response. If we can’t manage that, we’ll write, explain why, and tell you about your right to go to the Financial Ombudsman Service.

The Financial Ombudsman Service

If you’re unhappy with our final response, or eight weeks have passed without one, you can ask the Financial Ombudsman Service to look at it. It’s free, independent of us, and doesn’t stop you doing anything else.

You normally need to contact them within six months of our final response, so please don’t leave it.