At Uploan, we take customer feedback (both positive and negative) very seriously.
Please let us know as soon as possible if you are unhappy with any part of our service or if you have any suggestions on how we can make it better.
To contact us with a complaint
Email us at: [email protected]
Call us on: 08000239209
Or write us to:
1 Primrose Street, London, EC2A 2EX
We will send you a written acknowledgement within 72 hours of receiving your complaint to explain what will happen next and when we will contact you again.
We strive to resolve complaints as quickly as possible but more complex cases may take some time to investigate. In any case, we will send you our final response within 8 (eight) weeks of receiving your complaint. In our final response you will find an in-depth assessment of the complaint and our decision on it. We always try to keep your best interests at heart and do our best to resolve the complaint to your satisfaction. In most cases no further involvement is required.
Financial Ombudsman Service (FOS)
If you remain dissatisfied with the way we have handled your complaint, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of receiving the final response from us. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. Their contact details are set out below:
Online Dispute Resolution (ODR)
You also can submit your complaint through the European Commission Online Dispute Resolution platform. Complaints submitted to the platform will be dealt with by approved alternative dispute resolution (ADR) providers such as the Financial Ombudsman Service.
The European Commission Online Dispute Resolution platform for complaints can be found here: