Complaints Policy

How to Make a Complaint

If you wish to raise a complaint, you can contact us at: enquiries@safelendingco.com

To help us investigate and resolve your complaint as efficiently as possible, please provide the following information:

• Your full name
• Your address
• Your contact telephone number
• A clear description of your complaint

We will make every effort to resolve your complaint as quickly as possible.

What Happens Next

If we are unable to resolve your complaint immediately, our team will acknowledge receipt of your complaint in writing.

We will review the details of your complaint and may contact you if further information is required. Our aim is to resolve your concerns promptly and inform you of the steps we will take to address the issue.

Where additional time is required to complete our investigation, we will conduct a full review and provide you with a written outcome known as our Final Response.

We aim to provide our Final Response within eight weeks of receiving your complaint. If we are unable to do so within this timeframe, we will write to inform you that the investigation is ongoing and, where applicable, advise you of your right to refer the matter to the Financial Ombudsman Service.

If You Remain Dissatisfied

If you remain dissatisfied after receiving our Final Response, you may refer your complaint to the Financial Ombudsman Service for an independent review. You must do this within six months of the date of our Final Response letter.