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DIRECT LEND- COMPLAINTS’ POLICY

Direct Lend is a trading style of Technov8 Limited, a company incorporated in England & Wales (05377058) and regulated by the Financial Conduct Authority (732414). Our registered address is: Bartle House, Oxford Court, Manchester, M23WQ We always strive to provide the best service possible to our customers. It is important to us that we are aware of any issues or complaints you may have in relation to our website or services. We aim to resolve all complaints in a timely and satisfactory manner, following the guidelines set by the Financial Ombudsman Service (FOS). How to Make a Complaint: If you are unhappy or wish to make a complaint, you can contact us by:

Writing to us at: Complaints’ Department, Technov8 Ltd, Bartle House, Oxford Court, Manchester, M23WQ.
Contacting the department that you have been dealing with.
Emailing us at support@directlend.co.uk.

Please provide the following information to help us investigate and resolve your complaint quickly:

Your full name, date of birth, and address along with a daytime contact telephone number
The email address and mobile number used on your application (if applicable)
Full details of your complaint
Details of what you would like us to do to put things right.
Photocopies of any relevant paperwork

Complaint Handling Procedure:

We will try to resolve your complaint within three business days of receipt. If we achieve this, we will write to you by email or letter, as appropriate, to confirm the resolution and explain your next steps.
If we cannot resolve your complaint within three business days, we will acknowledge your complaint in writing within five working days and provide details of the person who will be dealing with your complaint.
We will conduct a thorough Management Investigation into your complaint. The FOS sets an 8-week period for companies to conduct an investigation and provide a Final Written Response. We will make all efforts to investigate your complaint sooner, but depending on the complexity, this may not be possible. We will endeavour to keep in contact with you regularly as we attempt to resolve the matter.
Once the investigation is complete, a Final Written Response will be sent to you, providing a summary of our investigation and our decision in the matter. This will also include a copy of the Financial Ombudsman Services’ explanatory booklet.

If You Are Not Satisfied with the Outcome: If you are dissatisfied with the outcome of our investigation, you have the right to take your complaint to the Financial Ombudsman Service (FOS). If you wish to refer this matter to the FOS, you must do so within six months of the date of the final response letter, or you may lose the right to refer the complaint. You can contact the Financial Ombudsman Service by:

Post: Exchange Tower, Harbour Exchange, London, E14 9SR
Email: info@financial-ombudsman.org.uk
Telephone: 0800 023 4567 (free on mobile phones and landlines) or 0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers)

Info

Privacy & Terms

Contact

Direct Lend is a trading style of Technov8 Limited, a company incorporated in England & Wales, with company registration number: 05377058. Our registered address is: Technov8 Ltd, Bartle House, Oxford Court, Manchester, M23WQ

Technov8 Limited is authorised and regulated by the Financial Conduct Authority (FCA) under registration number 732414. We are also registered with the Information Commissioner Officer under registration reference Z3652660.

Technov8 Limited is a credit broker, not a lender. We do not charge customers a fee for using our services, but we receive a commission from lenders or other brokers if a customer enters into a consumer credit agreement following an introduction through our website. We work exclusively with a selected group of lenders and credit brokers to offer you a range of credit and loan products. We may receive a percentage of the loan amount as a commission from a loan provider or broker if you take out one of their products and/or we may receive a fee for introducing you to them.

When you apply for a loan through us, the lender will disclose directly to you all the relevant information relating to interest and charges associated with the loan. Please note that the lender or broker we direct you to may not offer the cheapest loan that is available to meet your needs.

[*] The APR depends on the lender and the customer’s circumstances. The Representative APR is based on the mean APR of our panel of lenders.

Loans are available to individuals over 18 years old, subject to status. The majority of loan applications are processed online; however, there are circumstances where our lenders may need to call you. Further information relating to why lenders will need to call you is disclosed within their terms and conditions.

Upon approval, your cash could be sent within minutes, though the time it takes for the cash to be received in your account will depend on your bank’s policies and procedures. If we cannot find you a loan, we may transfer you directly to alternative firms and services which may incur a monthly fee, such as credit building tools if you choose to use them.

By using our services, you agree that this agreement is in English, and all communications between you and us will be in English.