Complaints Handling Policy

Our commitment to resolving any issues promptly and fairly

Last updated: 01 July 2025

Customer satisfaction is paramount at HU Loans Ltd ("HU Loans", "we", "our", "us"). We understand that, on occasion, things can go wrong. When they do, we are committed to investigating all complaints thoroughly and putting matters right.

This Policy sets out our procedure for dealing with complaints to ensure that you receive a prompt, fair and transparent response from us.

1. Our Commitment

We promise to:

  • ✓ Fully investigate your complaint
  • ✓ Keep you informed of progress throughout
  • ✓ Do everything reasonably possible to help you and resolve the matter

2. How to Contact Us

Email

[email protected]

Post

Complaints Handling Officer

HU Loans Ltd

623 Spring Bank West

Hull, United Kingdom, HU3 6LD

3. Information We Need

When you contact us, please provide:

  1. 1. Your full name and address
  2. 2. Your agreement or account number (if applicable)
  3. 3. A contact telephone number and/or email address
  4. 4. A clear description of your complaint
  5. 5. Details of what you would like us to do to put things right

4. Complaints Handling Procedure

1

Acknowledgement

We aim to acknowledge all complaints within 10 working days of receipt, confirming that we are investigating.

2

Investigation

Your complaint will be referred to our Complaints Handling Officer, who will conduct a fair and impartial investigation.

3

Final Response

We will provide a final written response within 8 weeks of receiving your complaint. If, for any reason, we are unable to issue a final response within this period, we will write to you explaining why and advise you of your right to refer the matter to the Financial Ombudsman Service.

4

Professional Representation

Our process is designed to be clear and straightforward—there is no need to employ a solicitor or seek paid professional advice. Should you choose to do so, HU Loans will not meet any associated costs.

5. Independent Review of Your Complaint

If you remain dissatisfied with our final response, or if eight weeks have passed without a final response, you may refer the matter to the Financial Ombudsman Service (FOS). You must do so within six months of the date of our final response.

Financial Ombudsman Service

Address:

Exchange Tower
Harbour Exchange Square
London E14 9SR

Contact:

Telephone: 0300 123 9123

Email: [email protected]

Website: www.financial-ombudsman.org.uk

6. Other Avenues of Complaint

HU Loans Ltd is a member of the Consumer Credit Association (CCA). Should you wish, you may also raise your complaint with them:

Consumer Credit Association (CCA)

Telephone: 01244 394760

Website: www.ccauk.org

Last updated: 01 July 2025