Who to contact
| Your complaint is about | Who to contact |
|---|---|
| This website, our guides, the calculator or how we handled your enquiry | Habitat Loans, using the details below |
| The advice you received, the products compared, broker fees or how your application was handled | Loans Warehouse Limited. Your adviser will have given you contact details, and its website explains its complaints process |
| Your loan agreement, your payments or the lender's service | The lender named on your agreement |
| How your personal information has been used | Habitat Loans for information we hold. You can also contact the Information Commissioner's Office |
If you are not sure, contact us and we will point you to the right place. If a complaint about us also concerns Loans Warehouse, we will tell you and, with your agreement, pass it on promptly.
How to complain to Habitat Loans
Email contact@habitatloans.co.uk or write to Habitat Loans, 5 South Charlotte Street, Edinburgh, EH2 4AN.
It helps to include:
- your name and how to contact you
- what happened and when
- how it has affected you
- what you would like us to do
- any reference numbers and copies of relevant correspondence
You do not need to use the word "complaint", and there is no charge for complaining.
What happens next
- We acknowledge your complaint promptly and tell you who is handling it.
- We investigate, and may ask you for more information.
- We aim to resolve complaints quickly. If it takes longer, we keep you informed and send a final response within eight weeks of receiving your complaint, setting out our conclusions and what we will do.
- If we cannot resolve your complaint within eight weeks, we write to explain why, when we expect to respond and, where it applies, your right to refer the matter to the Financial Ombudsman Service.
Financial Ombudsman Service
If your complaint relates to a regulated activity and you are unhappy with our final response, or eight weeks have passed without one, you may be able to refer it to the Financial Ombudsman Service. The service is free and independent. You normally need to refer a complaint within six months of the date of the final response.
Complaints about Loans Warehouse or a lender can follow the same route, but you must first complain to that firm and receive its final response, or wait eight weeks.
Complaints about personal information
If your complaint is about how we have used your personal information, our privacy notice explains your rights. You can also complain to the regulator.