Internal Complaints Procedure

If you are not satisfied with any aspect of our service, we would like you to tell us your concerns.

You may contact us in any way which is convenient to you, including in person, by telephone in writing or by email.

The procedure below details how we will handle your complaint and what you should do if you remain dissatisfied with our response:

• Upon receipt of your complaint we will do our best to resolve your complaint by the end of the next business day.
• If we can't do this, we will send you a prompt written acknowledgement of your complaint and tell you who is dealing with it.
• We will send you our full response within four weeks of receiving your complaint. We will include details of how, if you are dissatisfied with the way we have handled your complaint, you can go to stage 2 of the procedure by referring your complaint to the British Cheque &Credit Association (BCCA) which is our Trade Association and acts on our behalf. Our letter will explain that you will have ultimate recourse to the Financial Ombudsman Service if you remain dissatisfied after stage 2 referral - also that we will regard the complaint as closed if the BCCA does not receive a reply from you within eight weeks of our full response.
• The BCCA will investigate your complaint and will provide you with a final response within four weeks of receiving notification of your continuing dissatisfaction.
• If you are dissatisfied with the final response from the BCCA, you can ask the Financial Ombudsman Service for an independent review. The BCCA will enclose a leaflet from the Financial Ombudsman Service in their final response letter to assist you if you decide to pursue this further course of action. You should contact the Financial Ombudsman Service within six months of receiving the final response from the BCCA.

CONTACTS

Fortress Group (UK) Ltd

Complaints Officer
Fortress Group UK Ltd
Fortress House
Skyliner Way
Bury St Edmunds
Suffolk
IP32 7YA

Telephone 01284 717810

Fax 01284 717833

Email: info@1monthloan.co.uk

Financial Ombudsman Service (FOS)

South Quay Plaza
183 Marsh Wall
London
E14 9SR

Tel :0845 180 1800

Email : info@financial-ombudman.org.uk

British Cheque & Credit Association

PO Box 3414
Chester
CH1 9BF

Tel : 01244 505904

Email : info@bcca.co.uk