Complaint Resolution Process

You can report complaints in reference to Pounds to Pocket loan products, policies or services orally or in writing. This can be done via email at complaint@poundstopocket.co.uk or via phone at 0800 016 3143. Calls are free from landlines, but mobile phone companies may charge up to 40p per minute.

Upon receipt of your complaint, Pounds to Pocket will acknowledge the complaint within 5 business days and work to resolve the complaint as soon as possible. We will negotiate with you and work to come to a mutually agreeable solution.

We will send you our final response within 8 weeks of receiving your initial complaint. In this letter we will explain that you will have ultimate recourse to the Financial Ombudsman Service if you remain dissatisfied. If you are dissatisfied with our Final Response, you can ask the Financial Ombudsman Service for an independent review.

You have six months from the date of our Final Response letter to take your complaint to the Financial Ombudsman Service. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a direct result of exceptional circumstances. We will enclose a leaflet (or provide you with a link to the leaflet) for your information to assist you if you decide to pursue this further course of action. You can contact them at:

Contact Details
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk

Further details are available here.