Complaints

We’re committed to make sure our service is always of the highest standard, and we‘d like to hear if there’s ways we can improve. If there’s something you feel we could do better or you aren’t completely satisfied with, please get in touch with us by one of the ways below.

Call: 0800 054 2104

Email: complaints@juoloans.co.uk

Write:
FAO Juo Loans Feedback
Juo Loans
PO Box 10397
Nottingham
NG1 9JJ

Making a Complaint

We always strive to give our customers a great experience. But if things go wrong we want to put things right as soon as we can. Telling us about it gives us the chance to fix things for you and make improvements to our service.

What to tell us

By providing as much information as possible when making your complaint it will help us to understand the issue and resolve it quickly.

Please include:

  • Your name and address
  • Your Juo Loans account details
  • A description of your complaint and how it's affected you
  • When it happened
  • How you'd like to be contacted and your preferred contact time
  • What you'd like us to do

Why do we need this information?

Having all the facts means that we can understand exactly what's happened. We want to make sure we get the right person handling your complaint, so they can investigate it fully and put things right for you as soon as possible.

What happens next?

  • We’ll record your complaint and investigate
  • We’ll call or email you and try and resolve your complaint within 48 hours
  • We’ll send an email or letter confirming that your complaint has been resolved.

For more complex complaints:

  • We’ll send you an email or letter acknowledging your complaint within 5 working days, detailing the timescales of when you should hear from us
  • We’ll give you a reference number, just for this complaint
  • We’ll investigate further and update you on our progress
  • We’ll aim to resolve your complaint as soon as possible.

Once we’ve completed our investigation and have all the information we need we will issue a final response. This will outline your complaint, how we investigated it, what we found and what’s going to happen next. It will also contain information about the Financial Ombudsman Service.

Your final response letter will detail why we believe your complaint should be upheld and what we intend to do to put things right, or why we do not believe your complaint should be upheld.

If we’re unable to provide you with a Final Response Letter within eight weeks of receiving your complaint, we’ll write to you explaining why and letting you know when we expect to be able to.

Once a complaint has been logged with any financial services company it can also be raised with the Financial Ombudsman Service. We’ve listed their information below if you wish to do this

Call: 0800 023 4567 or 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

Write: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Website: www.financial-ombudsman.org.uk

Under EU regulation you can also make a complaint on the Online Dispute Resolution website. They don’t deal with complaints until after a final response letter has been issued by the company in question.

Complaints data

Firm Name: Curo Transatlantic Limited

Period Covered in this report: 1 January 2018 – 30 June 2018

Brands/trading names covered: Wage Day Advance and Juo Loans