Complaints procedure

BB Finance and Loans consistently strive to offer a fantastic service to our consumers; however, we do understand that sometimes things may occur, and you may be dissatisfied. If that is the case, we want to hear from you so we can assist you in rectifying the situation.

You can contact us by phone on 01745 603022, by post at Apt 828, 40-42 Meliden Road, Prestatyn, LL19 9RT or by email on [email protected], we do ask that you can include as much detail as possible within your initial contact with us. Once we have received your complaint, we will aim to respond to you within 3 working days. We aim to resolve any complaint we receive as soon as we can; however, we do need to make you aware that we have 8 weeks to provide you with a Formal Written Response. In the event we believe an investigation is going to take longer than this time frame, we will advise you of a time frame you can expect a response and update you as to where we are so far. Within this update we will provide you with FOS information as detailed below. Throughout the complaints process, we will ensure that you are kept up to date with the investigation.

In our written response, we will detail our investigation into your complaint, how we have resolved the issue and the steps that we have taken to avoid this from happening in the future. Should you be unsatisfied with our response, you are able to contact the Financial Ombudsman Services using the details we have provided below –

Financial Ombudsman Service (FOS)

Phone: 0800 023 4567

Post: Exchange Tower, Harbour Exchange, London, E14 9SR

www.financial-ombudsman.org.uk/contact-us/complain-online

Fast Decisions

You must be at least 18 years old and be able to afford the repayments.