Warning: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk

Our Customer Complaints Procedure

Our commitment

  • We will take any complaint seriously and deal with it fairly.
  • We will make sure that we learn from any complaints and as a result improve the level of our Service.
  • We will ensure that making a complaint is as easy as possible.

How to complain

If you are dissatisfied with an element of our service then please send an email to info@thl-uk.com and we will get back to you as soon as possible.

Should you wish to speak to us, you may do so by calling 0330 223 0177 and speak to our customer service team. Alternatively you may write to us at the following address: 55 Cobham Road, Ferndown Industrial Estate, Wimborne, BH21 7RB.

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 ask you to email or write to us in order for us to investigate further.

If your complaint has not been resolved to your satisfaction within eight (8) weeks, you may have a right to have your complaint dealt with by the Financial Ombudsman Service (“FOS”). To do so, you should contact FOS within 6 months of our final response to your complaint. You may write to FOS at the following address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, or refer to their website at  www.financial-ombudsman.org.uk, calling 0800 023 4567 or emailing complaint.info@financial-ombudsman.org.uk. For information about who they are and the service they offer click here.

Our response time

We will acknowledge your complaint quickly and in any event within five (5) working days of it being received by our team. Your complaint will be handled by the relevant unit manager 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 you with the outcome within four (4) weeks of receiving your complaint. We will issue a final response letter within eight (8) weeks. If it looks as though our investigation may take longer than eight (8) weeks we will provide with an update on our progress.

Who can help

There are many other organisations offering advice but be aware that some may charge for their services. The ones listed below all offer free advice.

Citizens Advice Bureau – a network of local offices offering free, confidential independent advice. www.citizensadvice.org.uk (England, Wales and Northern Ireland), or www.cas.org.uk (Scotland)

Step Change Debt Charity – free, confidential advice and support – www.stepchange.org or Telephone: 0800 138 1111

National Debt line – a free, confidential and independent telephone helpline for debt problems. www.nationaldebtline.co.uk or Telephone: 0808 808 4000 (England, Wales, and Scotland)

Money Advice Service – www.moneyadviceservice.org.uk or Telephone: 0800 138 7777