The UKs Fraud Prevention Service Complaints | Customer service | Guarantor and Personal Loans


There may be times when you feel that you have not received the level of service from us that you expected.

We take complaints very seriously and learn from them to improve our customer service

Most complaints can be resolved by speaking to a member of our team. However, if you wish to make a formal complaint you can do this by contacting our Customer Service Team

Contact number: 0330 045 0499
Email address:

Mailing address:

Brecon House
Caerphilly Business Park
CF83 3GQ

Opening hours are between 8am and 8:30pm Monday to Thursday and between 9am and 5pm on Friday and Saturday

Your complaint will be acknowledged within 5 working days of it being received and we will contact you within four weeks with either a full response or an update on the progress that we are making.

All other enquiries can be sent to

Please note that in all cases emails are only checked during office hours.

If you are not happy with the outcome you can refer the matter to the Financial Ombudsman Service online at or in writing at:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Their leaflet “How to make a complaint” is also available.

Ask Boo

Should you have a query outside of the given opening hours then our Frequently Asked Questions (FAQ) page may provide more immediate answers to our most common queries.