Brilliant Loans Complaint Procedure

We do everything possible to ensure that all our customers experience a professional service. However, there may be occasions when you feel the level of service you receive has fallen below an acceptable standard. If this is the case you should contact us and tell us about your concerns.

How to complain:

Write to the address below or book an appointment to visit the address in person. You may call the telephone number or email the address as provided below. Where possible please make it clear that you would like to make a complaint and ask to speak to an appropriate person.

Telephone:        0845 459 2105

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Address:           Brilliant Solutions

Arena House

Commerce Road

Peterborough

PE2 6LR

We will send a written acknowledgement of the complaint to you via email or in writing within 5 business days of receipt stating that the matter will be taken up by the Complaint Manager.  Please note that any complaints 6 months after you became aware of the cause of complaint may not be considered.

Investigation:

A Director will appoint a Complaint Manager and ensure that the Complaint Manager has ready access to the Board of Directors. Any Complaint Manager will be sufficiently competent to investigate the complaint and respond to you directly. The Complaint Manager will not be directly involved in the subject matter relating to the complaint unless this is unavoidable.

The Complaint Manager will thoroughly investigate the complaint and determine whether the complaint is upheld. The Complaint Manager will ensure that the complaints procedure and all relevant compliance documentation is provided to you.  If a complaint is upheld the Complaint Manager will offer you appropriate and fair compensation which may not always be financial compensation.

Responding:

All communication will be from the Complaint Manager and will adequately address the complaint.

Within 4 weeks of receiving a complaint we will have sent a final response or an Initial Holding Letter to you in writing. An Initial Holding Letter will explain why the complaint has not yet been resolved and provide an idea of when Brilliant will make further contact.

The complaint must be resolved within 8 weeks of the receipt of the complaint or a Secondary Holding Letter will be issued. A Second Holding Letter will explain why Brilliant is not in a position to make a final response and indicate when Brilliant expects to provide a final response.

A Second Holding Letter and any final response will also inform you that the complaint may be referred to the regulator if you remain dissatisfied. Brilliant will provide you with the relevant contact details of the Financial Ombudsman Service in this letter and will freely provide contact details of the Financial Ombudsman Service at any stage when requested.

Further Action

If you are unsatisfied with our conclusion or any aspect of how we have managed the complaint, you are entitled to refer the matter to the Financial Ombudsman Service.  As part of our complaints handling process we will issue you with a leaflet in relation to the Financial Ombudsman Service.  If you do not receive one or would like to request one then please let us know.  Their details are below:

The Financial Ombudsman Service
South Quay Plaza                                           
183 Marsh Wall                                     
London
E14 9SR

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Web:   www.financial-ombudsman.org.uk

Telephone 0845 0801800