Complaints Handling Procedure

At HabitatLoans.co.uk, our mission is to offer a reliable, straightforward service to individuals looking for secured loans. We aim to provide every customer with a high-quality experience and take great pride in delivering a service that’s clear, helpful, and supportive. However, we understand that things don’t always go to plan. If you feel something has gone wrong, we want to hear from you so we can put it right.

How to Make a Complaint

If you’d like to raise a complaint, please provide:

  • Your name and contact details

  • A clear description of what went wrong

  • How you’d like us to resolve the issue

  • Any relevant documents or information

You can contact us in writing at:

PJG Financial Limited
5 South Charlotte Street
Edinburgh
EH2 4AN

Or by email: complaints@habitatloans.co.uk

What Happens Next?

We aim to resolve all complaints as quickly and fairly as possible.

  • If we’re able to resolve your complaint within three working days, we’ll send you a summary resolution confirming the issue has been resolved.

  • If we need more time, we’ll acknowledge your complaint in writing and keep you updated as we investigate further.

Once our review is complete, we’ll provide a Final Response Letter outlining:

  • What we’ve decided

  • Any steps we’ve taken to resolve the issue

  • The reasoning behind our decision

We want to make sure everything is clear, but if anything is unclear or you have further questions, don’t hesitate to reach out.

By regulation, we have up to eight weeks to provide a final response, but we aim to reply much sooner wherever possible.

Referring to the Financial Ombudsman

If you’re not satisfied with our Final Response or if we haven’t resolved your complaint within eight weeks, you have the right to refer your complaint to the Financial Ombudsman Service.

You must do this within six months of receiving our final response.

Contact Details:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone:
0800 023 4567 (free from mobiles and landlines)
0300 123 9123 (charged at standard rates)

Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

We will also provide you with the leaflet ‘Your Complaint and the Ombudsman’, which includes further information.

Our Commitment

Your complaint will be handled by our compliance team with care and attention. We’ll investigate thoroughly and aim to reach a fair outcome as soon as we can. In some cases, especially where we need to consult third parties, it may take longer than expected—but we will keep you informed throughout.

At Habitat Loans, your satisfaction is important to us. If we’ve fallen short, we’ll do our best to make things right.