Loansearch UK
UK Loan Hotline
0800 408 1396 Menu

Complaints

When you choose Loan Search (which is a trading style of Norton Finance and Mortgages Limited (NFM)) as your finance provider, you join a team that will support you and treat you fairly – while delivering unrivalled customer service. We want to know if you’ve had a poor experience with us, so we can ensure it doesn’t happen again.

That’s why we have a robust complaints procedure. Here we’ll talk you through how it works – from how to log a complaint, to how quickly we can rectify the issue, and where you can escalate it if you’re still unsatisfied with the outcome.

 

How to log a complaint

You can make a complaint by:

  • Calling us on 01709 518 518 and asking for the manager of the department you’ve been dealing with
  • Emailing us at compliance@norton-finance.co.uk
  • Writing to us at: Norton House, Mansfield Road, Rotherham, S60 2DR
  • Faxing us on 01709 321 639

We’ll ask you for:

  • Your full name, address and contact number
  • The details of your complaint
  • Your Norton Finance account details

Visit our Contact Us page for other ways to get in touch.

 

More information on our complaints procedure

We have a simple and vigorous system for dealing with any issues you’ve raised:

  1. We receive your complaint when you contact us by phone, email, letter or fax
  2. We investigate the issue and come back to you with any questions if necessary
  3. If we feel the complaint would be more appropriately dealt with by another firm (such as the lender), we will provide you with their contact details
  4. We aim to provide a final response to your complaint within eight weeks. If not, we will notify you of the reasons for the delay
  5. If you’re dissatisfied with the outcome, you can refer your complaint to the Financial Ombudsman

 

Response times for complaints

We aim to resolve all our complaints within three working days. We may get in touch with you to clarify any further details while we’re looking into your complaint. This will allow us to better understand your concerns and help put the situation right.

We’ll keep you updated on our progress every step of the way – using whichever contact method you prefer – and aim to share a final response to you within a maximum of eight weeks.

 

Resolving complaints

If your complaint concerns a loan, mortgage or insurance product, you can contact the Financial Ombudsman if you’re not happy with the outcome. This option is free, but it’s only available within six months of you receiving our final response.

Contact the Financial Ombudsman by:

THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT.

IF YOU ARE THINKING OF CONSOLIDATING EXISTING BORROWING YOU SHOULD BE AWARE THAT YOU MAY BE EXTENDING THE TERM OF THE DEBT AND INCREASING THE TOTAL AMOUNT YOU REPAY.

WE DO NOT CHARGE BROKER FEES ON UNSECURED LOANS.

FOR SECURED LOANS A BROKER FEE OF UP TO 12.5% OF THE LOAN AMOUNT BORROWED, CAPPED AT £3995, MAY BE PAYABLE ON COMPLETION. LENDER FEES MAY ALSO APPLY. THE ACTUAL APRC RATE AVAILABLE WILL DEPEND ON YOUR INDIVIDUAL CIRCUMSTANCES. LOANS AND REMORTGAGES ARE SUBJECT TO STATUS. PLEASE ASK FOR A PERSONALISED ILLUSTRATION. LOANS ARE SECURED ON PROPERTY.

WE ARE A CREDIT BROKER AND ARRANGE LOANS FROM A LARGE PANEL OF LENDERS. WE WILL RECEIVE A COMMISSION FROM THE LENDER UPON COMPLETION.

CALLS MAY BE RECORDED FOR TRAINING PURPOSES.

HOMEOWNER UNSECURED LOANS - Rates from 7.3% APR. Representative example: if you borrow £12,000 over 4 years at a Representative APR of 16.9% APR (fixed) you would pay £338.36 per month. Maximum APR 99.1%

SECURED LOANS - Rates from 3.65% variable. We also have a range of plans with rates up to 65.2% allowing us to help customers with a range of credit problems. Representative 8.6% APRC variable. Representative example: if you borrow £10,000 over 10 years at an Annual Interest Rate of 5.14% (variable) you would make 120 payments of £122.71 per month. The total amount repayable will be £14725.20 (This includes a lender fee of £495 and a broker fee of £1000 which have been added to the loan.) The overall cost for comparison is 8.6% APRC representative. Maximum APR 65.2%

Loansearch UK is a credit broker and trading style of Norton Finance and Mortgages Limited authorised by the FCA under firm reference number 589554.
You can confirm our registration on the FCA's website www.fca.org.uk or by contacting the FCA on 08001116768.
Loansearch UK , Norton House, Mansfield Road, Rotherham, South Yorkshire S60 2DR Tel 0800 408 1396.

Privacy Policy | Cookies | Complaints | Contact Us
NORTONFINAPP02