How can I make a complaint?

We will aim to resolve any issues or complaints you have immediately. However if it’s going to take longer we will email you to explain why and when we expect to reply.

We are always looking to improve

To make a complaint, you can contact us at complaints@esmeloans.com or 020 3936 4800. When you contact us, please provide us with the following information so that we can look into your complaint as quickly as possible:
  • Your name
  • Description of your complaint
  • Loan ref. no. if relevant
  • How you have been impacted
  • When your issue occurred
  • A contact number, email address, and the best time to contact you
This will help us to understand your issue and what has gone wrong, to make sure we can get your complaint to the right person to fully investigate and fix your issues, putting you back in the position you were in before the complaint.
If for some reason we haven’t been able to resolve your complaint within 8 weeks, or you are not happy with the resolution, you can refer your complaint to the Financial Ombudsman Service. You will need to do this within 6 months of receiving a final response from us.