How
to complain.
Here at Total Loan Solutions & Fluent Money we take complaints very seriously.
How does it work?
Contact us on the telephone number or email address below. We’ll do all we can to deal with your complaint immediately. If your complaint cannot be resolved by the end of the next working day, we will write to you within five working days to acknowledge it has been received and confirm our understanding.
We will provide you with a response to any issues you have raised. We will endeavour to do this as quickly as possible.
If we are unable to fully respond to the issue within 28 days, we will contact you to explain why this has not been possible, keep you informed of the complaint’s progress and let you know when we will contact you again.
Within a further 28 days we will contact you again - either with a full response or reasons why we have been unable to provide this. If we are unable to provide a full response, we will inform you of any rights you have to refer the matter on to the Financial Ombudsman Service. In the vast majority of cases, we are able to resolve issues quickly and satisfactorily by dealing with our customers directly. However, if you feel your complaint has not been fully or fairly dealt with, you may have the option of contacting the Financial Ombudsman Service (FOS) who may be able to take the matter further. You have six months from the date of our final response to refer your complaint to FOS.
Compliance Manager
Fluent Money, 102 Rivington House, Chorley New Road, Horwich Bolton BL6 5UE
T. 01204 472199
E. complaints@fluentmoney.co.uk
You can contact the Financial Ombudsman Service on 0800 023 4567 080 or via www.financial-ombudsman.org.uk
Alternatively, you can write to:
Financial Ombudsman Service
South Quay Plaza, Exchange Tower, London E14 9SR.
Complaints
Fluent Money is committed to providing you with an excellent quality service - you should find your dealings with us to be prompt, efficient and friendly. However, we recognise that on occasion you may have cause to complain. If you do have a complaint about any aspect of the service you have received our staff will be happy to help resolve your concerns. If you are unhappy with any aspect of the service from Fluent Money we would very much like to know so that we can try to put things right as soon as possible. The Fluent Money Complaints Procedure aims to provide you with a swift and satisfactory resolution to any issues you have encountered or problems you may want to draw our attention to. If you have a complaint, we promise to: Ensure that you are heard Understand your complaint Provide an explanation Act as soon as possible to rectify the issue
You can contact our partners Fluent Money on 0800 029 4855
Total Loans Solutions is a trading style of Keely Wray, incorporated and registered in Canada (company no. 766881536). Registered Office: 18140 67th Avenue, Surrey, B.C. V3S OL9
Keely Wray is an introducer appointed representative of Fluent Money Ltd, who are authorised and regulated by the Financial Conduct Authority. Firm registration number 654425.
9.1% APRC Representative.
Representative example: Assumed borrowing of £18,000 over 120 months, with a fixed borrowing rate of 6.5% per annum for the first 60 months, followed by 60 months at the lender’s standard variable borrowing rate of 4.95% above Bank of England Base Rate. There would be 60 monthly instalments of £227.38 followed by 60 instalments of £221.71. Total amount payable £26,945.40 comprised of; loan amount (£18,000); interest (£6,920.40); Broker fee (£1,530); Lender fee (£495). This would result in an overall cost of 9.1% APRC. Minimum Term 12 months. Maximum Term 300 months. Maximum APR charged 49.9%.
THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT.
IF YOU ARE THINKING OF CONSOLIDATING EXISTING BORROWING YOU SHOULD BE AWARE THAT YOU MAY BE EXTENDING THE TERMS OF THE DEBT AND INCREASING THE TOTAL AMOUNT YOU REPAY.