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Complaints

We are aimed at providing high quality services to our customers. We value and appreciate the feedback from our customers; their criticism provides us the opportunity to resolve the issues and complains of our customers if they are not satisfied with our services and products. The satisfaction of our customers is our first priority and we try our best to resolve their complaints in less amount of time.

We take all the required measures to satisfy our customers and fulfill their demands; following guide will explain procedures and measures that we use to resolve the problems and complaints of our customers. This guide will also explain the measures that our customers should take if their requests are not being fulfilled.

If the customers are having complaints

We request our customers to contact us if they are not satisfied or have some issues with services. Our customers can contact us by sending us a mail at  CS@LendShop.co.uk or writing at:

Complaints Department, Sunrise Money Limited, 71-75 Shelton Street, London, Greater London, United Kingdom, WC2H 9JQ

Customers should contact the concerned departments in the first place, to help us in the investigation and finding solutions to their problems.

We request our customers to provide us the following information to help us in dealing with their complaints:

Normally, we take up to 28 working days to deal with customer complaints.

After resolving their complaints, we contact them through a letter or email and inform them that we have resolved their complaint and guide them about further steps that they need to take. We contact the customers and provide them the details of a concerned person who is responsible for dealing with their complaint, in case we not able to resolve their issues in the given time.

We can also ask for further details from our customers to understand their concerns. This information helps us in finding the root cause of the problem, after identification of a problem, we contact our customers and inform them about the progress in their complaints.

If due to any reason, we are not able to send the last response to our customers within a month, we inform them and explain to them why we are not able to resolve their issues and indicate them that we will contact them further. If there are some complications in the complaint, we inform our customers and keep them updated about the process of investigation.

If due to some reason we are not able to send a final response in two months, we will inform our customers about this delay in writing and provide them a time range during which they can expect a response from us. At this point, our customers can forward their complaint to the Financial Ombudsman Service, if they are not satisfied with our services.

The Financial Ombudsman Service

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. You have the right to contact and complain to Financial Ombudsman Service if we are not able to satisfy you with our last response; we have provided the contact details of Financial Ombudsman Service below. We will send a copy of the Financial Ombudsman Service descriptive pamphlet with our last response. Apart from this, customers can get a copy from:

Financial Ombudsman Service, Exchange Tower, London E14 9SR
www.financial-ombudsman.org.uk

Or by Calling: 0800 023 4 567 – there are no charges for calls on this number

Or 0300 123 9 123 – call charges for this number are same as 01/02 numbers on average call charges

Or +44 20 7964 0500 for customers that are not the citizen of UK

European Online Dispute Resolution Platform

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

http://ec.europa.eu/consumers/odr/

Sincerely Yours,

Lend Shop

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