Complaints Process

Although we aim to provide you with the highest standards of service, there may be occasions when our service or advice does not meet your expectations. This guide is intended to communicate the process we will follow should you feel the need to complain. The procedure has been designed to meet the requirements of the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).

Although we will deal with complaints made verbally, it is preferable that your complaint is put in writing by email to customers@clockworkloans.com or in by post using the below address:

Ping Logic Limited. Harwood House, Park Road, Melton Mowbray, Leicestershire, England, LE13 1TX

We will send you a written acknowledgement within five working days of receiving your complaint (whether made verbally or in writing).

Your concerns will be fully investigated and a detailed response (‘decision letter') issued within eight weeks of receiving your complaint.

Should you have any concerns in the meantime you should contact the customer services department using this email address customers@clockworkloans.com

In the unlikely event that no response is provided by us within the eight-week period you are entitled to refer your complaint to the Financial Ombudsman Service.

If you remain dissatisfied following our final decision letter, you have the option to refer the matter to the Financial Ombudsman Service at:

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

If you want the FOS to consider your complaint, you must send your compliant to them within 6 months of the date of the final response. Outside this time period the FOS has the discretion whether to review your complaint or not.

Please Note

You should allow us to complete our Internal Complaints Procedure before you refer your concerns to the Ombudsman.

There are certain types of complaint that are outside the Ombudsman's jurisdiction. Before you refer the matter to the Ombudsman you may wish to contact them by email complaint.info@financial-ombudsman.org.uk.on or by telephone on 0300 123 9123 or 0800 023 4567 to discuss your complaint. You can also visit their website for more information http://www.financial-ombudsman.org.uk.

European Online Dispute Resolution Platform

In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/