Complaints Policy

Our commitment to you

Our customers are truly at the heart of everything we do, and we work with integrity and transparency to ensure we deliver the very highest standards of service. If a customer feels they’ve not received a satisfactory standard of service, we aim to investigate and resolve any complaints at the earliest opportunity.

• Ensuring that making a complaint is as easy as possible.
• Dealing with your complaint fairly, promptly and treating your complaint seriously.
• Making sure that we learn from any complaints and as a result improve the level of our services.

How to complain

If you are dissatisfied with an element of our service then you should use our contact form to contact us. Click here to visit our contact us page.

Should you wish to speak to us you may do so by calling 0208-532-5022 and requesting to speak to our customer service team.

Alternatively you may write to us at the following address: PDL Finance Limited t/a Mr Lender, PO Box 366, Loughton, Essex, IG10 9EW.

Please note, should you raise your complaint with us over the telephone we will make every effort to resolve the matter whilst speaking with you. If you remain dissatisfied with the outcome we will undertake to investigate the matter further and provide you with a written response.

Third Parties complaining on your behalf (i.e. Claims Management Companies, Solicitors, Friends, etc.)

Should you wish for a third party to represent your claim, we would require from the third party a Letter of Authority containing your authentic signature as well as a form of Photographic ID which contains a matching signature to that of the one signed on the Letter of Authority. If you are unable to provide a Photographic ID, please contact us and we will provide an alternative method to verify your authority with the third party. In order to protect our customers data, we are unable to accept a Letter of Authority containing an electronic signature with a generic font.

We do not always store an original copy of our customers signatures on file, therefore the Photographic ID is required to match your signature against the Letter of Authority that is provided via a third party to confirm that you have authorised them to act on your behalf and are aware of the information that would be provided to them. As a responsible data handler, we are committed to protecting our customers personal, sensitive and financial data and would therefore never disclose any information without your explicit consent.

The Response Time (see below), will not commence until we have received the correct authority from the third party representing you. Once we have the correct documentation and confirmation that you have actually instructed the third party, we will then begin to investigate your complaint in line with the Response Time (see below).

The majority of third parties charge a fee for utilising their services, therefore it is advised that you take the time to fully understand the fees payable in your agreement with them, especially in circumstances where a refund is due or an outstanding balance is to be wiped. If you make a complaint directly to us, there is no fee chargeable, you simply send us an email outlining your dissatisfaction with our service or call us on 0208-532-5022 and we will deal with your complaint.

No third party has any powers to 'speed up your complaint', or 'obtain you a higher pay-out'. It takes exactly the same time frame to investigate your complaint and the investigation will have the same outcome whether you decide to complain directly to us or through a third party. If you have been dissatisfied with the service you have received from a Claims Management company or believe that they have not acted in your best interest, you can seek further advice or submit a complaint for free to the Claims Management Ombudsman (https://cmc.financial-ombudsman.org.uk).

If we are made aware by the third party that they are withdrawing the complaint, our investigation will cease, and we will take this as confirmation to close the complaint.

In cases where a complaint is upheld, any refunds due will be paid directly to your bank account, not the third party's bank account.

If you are making a complaint on behalf of a deceased customer, we would require a death certificate to authenticate this.

Additionally to investigate the complaint, we would require further documentation to disclose any information regarding the customer’s account along with the final response letter. This is to satisfy our data protection requirements and to verify that you have the correct authority to make this complaint on behalf of this customer.

This documentation will comprise of:

• A copy of the Will
• A copy of the Death Certificate
• Your photographic ID (passport or driving license)
• A copy of the Grant of Probate (if the executor of the will is not the individual who wants details to this account)
• A Letter of Administration (if there is no will present, you will need to apply for this in order to manage the financial affairs of a deceased individual)

Please note, that if any redress is to be awarded following an investigation into a complaint, these funds would be made payable to the executor on either the Will or Letter of Administration.

Response time

We will acknowledge your complaint quickly and in any event within five (5) working days of it being received by our complaints team. Your complaint will be handled by one of the complaints handling team and they will issue you with an outcome of the investigation. We will attempt to both resolve your complaint through investigation and to respond to your complaint with the outcome as soon as possible but no later than eight (8) weeks from the date the complaint was received. Our final response letter will be sent to you via post, so please make sure we have your most up-to-date postal address on file.

If you are not satisfied with the outcome

We are committed to provide the best possible outcome however, should you feel dissatisfied with our final response you can refer your complaint to the Financial Ombudsman Service within 6 months of our final response to your complaint.

If we have not issued you with a final response within eight (8) weeks, you have the right to have your complaint dealt with by the Financial Ombudsman Service (“FOS”).

You may write to FOS at the following address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, or refer to their website at Exchange Tower, London, E14 9SR, or call 0800-023-4567 or email [email protected]

You may also submit your complaint for conciliation to our Trade Association, the Consumer Credit Trade Association ("CCTA") by writing to them at the Chief Executive, Consumer Credit Trade Association, Unit G5, Spring Mill, Main Street, Wilsden, West Yorkshire, BD15 0DX.

Your right to complain to FOS is independent of your right to take your complaint to the CCTA. You are not required to approach the CCTA before FOS.

Further sources of information and advice that are freely available to you, include local trading standards and the Citizens Advice Bureau – www.citizensadvice.org.uk. To find your local office, look in your phonebook.

Complaints Data

Comments and suggestions

If you have any other queries relating to our services or perhaps any suggestions you would like to put forward please contact us.