Complaints

Pales Payday Loans take all complaints seriously and we have a set practise in place to handle your complaint efficiently, practically, and honestly to ensure the most amicable and fair outcomes.

You can make a complaint to us in several ways:

We are contactable in writing at our registered office: Complaints Chief, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ

You can contact Pales Payday Loans Ltd at the address provided or by email: complaints@pales.co.uk

We recommend to email or call for faster resolutions to your complaints.

Once you’ve made a complaint, what happens?

We take your complaint seriously and in the event of email or post we will attempt to resolve your complaint within 24 hours but allow ourselves 48 hours in the event it is complicated. To ensure swift response from us a phone contact or an active email is important to include in your complaint.

What happens if we can’t resolve your complaint within 48 hours?

We will provide you the details of your dedicated complaints manager. He will put together a document that carries your complaint as we have taken it from your contact, and a clear path to resolving the problem for you.

At this point we will begin an internal management investigation into the complaint and how we could have handled it better. Within 8 weeks we will provide you with a full written response to your complaint or issue as set out by the Financial Ombudsman Services. Our intention is not to increase the length of your complaint to this period, we will do our utmost to resolve it as quickly as possible and will always strive for a resolution within the first 48 hours of you making a complaint.

If the investigation is complicated and lengthy it may take longer. We will write to you with our final decision on the matter and will reference the FOS handbook in any decisions we make.

If you don’t like how we handle your complaint you can take your complaint directly to the Financial Ombudsman

In the unlikely event we are unable to resolve your complaint you can seek assistance directly from the financial ombudsman. Please ensure you make this complaint within six months or you may not be able to follow this complaint up further.

The Financial Onbudsman can be contacted at:

Exchange Tower, Harbour Exchange, London, E14 9SR

email to complaint.info@financial-ombudsman.org.uk

Other ways to get in touch:

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

(18002) 020 7964 1000 – Calls using next generation text relay.

+44 20 7964 0500 – Call this number if you’re calling from abroad. We’ll also be happy to phone you back, if you’re worried about the cost of calling us.

020 7964 1000 – our switchboard

020 7964 1001 – our fax number