Complaints Procedure

Last Updated: 7th May 2023


At Williams Loans, we are committed to providing our customers with exceptional service and support. We understand that, on occasion, you may have concerns or complaints about our services. Our Complaints Procedure outlines the process for submitting a complaint and our commitment to addressing your concerns in a fair, timely, and transparent manner. We value your feedback and will use it to improve our services and better serve you in the future.

  1. Submitting a Complaint

If you have a complaint or concern about any aspect of our services, we encourage you to contact us in the first instance via email at Please include the following information in your email:

  • Your full name
  • Your contact details, including email address and mailing address
  • A detailed description of your complaint or concern
  • Any supporting documents or evidence related to your complaint

Alternatively, you can submit your complaint in writing by sending it to the following address:

Williams Loans Complaints Department 329 – 339 Putney Bridge Road Putney London SW15 2PG United Kingdom

  1. Acknowledgement of Your Complaint

Upon receipt of your complaint, we will send you an acknowledgement within three business days, confirming that we have received your complaint and are in the process of reviewing it. In this acknowledgement, we will provide you with a reference number for your complaint and the name and contact details of the person handling your case.

  1. Investigation and Resolution

Our dedicated complaints team will thoroughly investigate your complaint and work towards a resolution. We will strive to resolve your complaint within eight weeks of receiving it. However, if we require more time to investigate your concerns, we will inform you of any delays and provide an estimated time frame for resolution.

  1. Final Response

Once our investigation is complete, we will issue a final response outlining the outcome of your complaint, the reasons for our decision, and any actions we have taken or will take to resolve the issue. We will send this final response to you via email or post, depending on your preferred method of communication.

  1. Financial Ombudsman Service

If you are not satisfied with our final response or if we have not provided a final response within eight weeks of receiving your complaint, you have the right to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent body that helps resolve disputes between consumers and financial service providers.

You can contact the FOS using the following details:

Financial Ombudsman Service Exchange Tower London E14 9SR United Kingdom

Email: Website:

Please note that you must contact the FOS within six months of receiving our final response, or they may not be able to consider your complaint.


We understand that complaints are an opportunity to learn and improve our services. We are committed to addressing your concerns fairly, transparently, and in a timely manner. If you have any questions about our Complaints Procedure or require assistance with submitting a complaint, please do not hesitate to contact us at