Complaints Procedure

Here at Bright Loans, we are passionate about giving our customers an exceptional service, however, we understand that occasionally things can go wrong.

If this happens, we’d really like your feedback – not only does it allow us an opportunity to resolve your concerns, it also helps us to learn and improve our customer service. If you have a concern or are dissatisfied in some way, our Customer Experience Team will investigate your concerns in a fair and independent manner.

To allow the Customer Experience Team to investigate and resolve your concerns, please ensure that you provide us with:

  • your name

  • business name

  • business address

  • telephone number

  • email address

  • explanation of your concerns Upon receipt of your concerns, the Customer Experience Team will look to acknowledge your complaint within three working days and aim to resolve the matter within 7 working days.

However, whilst we will make every effort to resolve your complaint as soon as possible, there are some circumstances in which this may take longer. If it does take longer than this, we will keep you updated with the progress of your complaint and, where possible, an anticipated resolution date. After receiving an initial resolution to your complaint, if you remain dis-satisfied, your concerns can be escalated to our Customer Experience Team by contacting us on 0844 502 5020 or emailing us at complaints@bright-loans.com

Again, the Customer Experience Team will aim to provide you with a resolution within 7 working days. If this is not possible, you will be kept informed.

You can contact us with your concerns via:

complaints@bright-loans.com

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