Complaints Policy is a registered trading name of Sun Finance Limited which is an Introducer Appointed Representative of [lender-company] Group Limited ([lender-company]) who as a regulated firm handle complaints on our behalf. Customer service is very important to us and [lender-company] and we welcome feedback if you are unhappy. We will do our best to ensure that complaints are resolved as quickly as possible and with the right outcome for our customers.

How to contact [lender-company] to make a complaint

Please send your details, a description of your complaint and how you think we can resolve it, and any other relevant information. In writing or via email to:
In writing or via email to:
[lender-company] Group Limited

The Compliance Manager

How long will it take?

Your complaint will be acknowledged promptly in writing, [lender-company] will do their best to resolve your complaint as quickly as possible.
Sometimes it may take longer to fully investigate, and if a complaint is particularly complex, it may take longer to resolve. They will always try their best to respond to your complaint as quickly as possible and will send you their final response no later than 8 weeks from when you first complained. If they cannot complete the investigation in this time, they will contact you to explain the delay and give you an indication of when to expect their response. If you are unhappy with the progress of your complaint or are not happy with their final response, at this point, you can refer it to the Financial Ombudsman Service.
The Financial Ombudsman Service will only deal with your complaint if you have given [lender-company] the opportunity to put matters right, so please contact them first and they will do all they can to help you.

Financial Ombudsman Service (FOS)

If you want the FOS to consider your complaint, you must send your complaint to them within 6 months of the date of the final response.
Their contact details are:
The Financial Ombudsman Service,
Exchange Tower
E14 9SR.

Telephone: 0800 023 4 567 (calls to this number are now free on mobile phones and landlines)

0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers).

Information regarding the service can be found on the Financial Ombudsman website:

European Online Dispute Resolution Platform

In relation to your complaint you can also request a review from the European Online Dispute Resolution platform:

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