Complaints Procedure

We pride ourselves on offering a service that is second to none and we aim to process your loan professionally, confidentially and in the shortest time possible. In the event that you are unhappy with any aspect of our service let us know as soon as possible and a senior member of staff will help to resolve your concerns. We have a formal complaints procedure to ensure your complaint is handled fairly and quickly.

The internal complaints handling procedure for Imagine Loans is in accordance with the Financial Conduct Authority guidelines, and is as follows:

  1. Within four weeks of receiving the compliant, we will send you either
    1. A Final Response Letter, where we believe we have fully addressed your complaint. We will tell you that you may refer the compliant to the Financial Ombudsman Service (FOS) if you are dissatisfied with the Final Response and that you must do so within six months of the date of the final response. It will also include provide you with a copy of the FOS explanatory leaflet.
    2. A Holding Response. If a Holding Response is sent, it will explain why we are not yet in a position to resolve the complaint and indicate when we will make further contact. This must be within eight weeks of receiving the complaint.
  2. Within a maximum of eight weeks after receiving the complaint we will send you either
    1. A Final Response Letter, where we believe we have fully addressed your complaint. We will tell you that you may refer the compliant to the Financial Ombudsman Service (FOS) if you are dissatisfied with the Final Response and that you must do so within six months of the date of the final response. It will also include provide you with a copy of the FOS explanatory leaflet.
    2. A Response Letter which
      1. Explains that we are still not in a position to make a final response, give reasons why not and indicate when we expect to be able to give a final response.
      2. Inform you that you may refer your complaint to the FOS if you are dissatisfied with the delay and provide you with a copy of the FOS explanatory leaflet.

       

Representative 6.9% APRC Variable
This means at least 51% of our customers are given this rate or lower. Rates from 4.4% APRC Variable. We also have Secured Loan plans with rates up to 34.9% APRC Variable allowing us to help customers even with the most severe credit problems. A broker fee of up to 7% may be charged, up to a maximum fee of £2,975. On loan applications we receive a commission fee from the lender on completion and we estimate this will be 2% of the loan advanced. This is separate from our broker fee and is an additional fee we receive. We recommend all customers obtain independent legal advice before signing any documentation. We are a broker, not a lender. Loans are secured on your home
If you are thinking of consolidating existing borrowing you should be aware that if you are extending the term of the debt you may be increasing the total amount you repay. For help, go to www.moneyadviceservice.org.uk

THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT.

We recommend all customers receive Independent Legal Advice before signing any documents.

Telephone calls are recorded for training and compliance purposes. Imagine Loans® is a trading style of Think Loans Limited, Company Registration Number 5271214 in England. Registered office 119 The Hub, 300 Kensal Road, London W10 5BE. Imagine Loans and The Imagine Loans logo are registered trademarks. Think Loans Limited is an appointed representative of Specialist Financial Services Limited, which is authorised and regulated by the Financial Conduct Authority. Specialist Financial Services Limited is entered on the Financial Services Register (www.fca.org.uk/register) under reference 676853.
Imagine Loans, Audley House, Northbridge Road, Berkhamsted, Hertfordshire, HP4 1EH.

Think Loans Limited © 2016

Complaints Procedure | Customer Charter | Website Terms & Conditions | Use of your information | Privacy & Cookies Policy