COMPLAINTS HANDLING PROCEDURE
Updated: 28/06/2025
At DotDotLoans.co.uk, we are committed to delivering an exceptional, straightforward, and top-tier level of service to individuals seeking financial assistance. Our customers are at the core of everything we do, and we take great pride in providing a high standard of service. However, we recognise that there may be times when our service doesn’t meet expectations. If something isn’t right, we want to hear from you.
How to Raise a Complaint
To help us address your concerns, please provide your contact details, a description of your complaint, how you believe we can resolve the issue, and any relevant supporting information.
In writing to:
PJG FINANCIAL LIMITED
5 South Charlotte Street
Edinburgh
EH2 4AN
Email: contact@DotDotLoans.co.uk
How Long Will It Take?
We’ll do everything we can to resolve your complaint as quickly as possible. If we’ve managed to resolve your concerns within three working days, we’ll send you a summary resolution to acknowledge that we’ve closed your complaint via email or letter.
If we haven’t resolved your complaint within three working days, we’ll send you an email or letter to formally acknowledge that we’re still looking into it.
Our dedicated complaints team will take the time to understand your concerns. Once they’ve completed their investigation, you’ll receive a final response where we’ll share:
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The decision we’ve come to
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An outline of what actions we’ve taken to help
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An explanation of our findings and how this has led to our decision
It’s important to us that you understand how we’ve reached our decision. If at any point you have any questions or don’t understand our explanation, please let us know.
We’re regulated by the Financial Conduct Authority (FCA), which allows us up to eight weeks to provide a final response to your complaint. We aim to resolve this much sooner, but if we can’t, we’ll keep you updated throughout.
Sometimes it can take longer than we’d like to close your complaint. This may be because we need to investigate further, speak to suppliers or other departments, or ensure we’ve fully understood and addressed your concerns.
Referring Your Complaint
Should you wish for the Financial Ombudsman Service to review your complaint, you must do so within six months of the date of our final response. The Ombudsman will only consider your complaint if you have first given us the opportunity to resolve the matter.
If your complaint is referred after this time, the Ombudsman may only consider it in limited circumstances, such as where exceptional circumstances caused the delay.
Contact Details for the Financial Ombudsman Service
Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone:
0800 023 4567 (free from mobile phones and landlines)
0300 123 9123 (charged at the same rate as 01 and 02 numbers)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
We will also provide you with a leaflet titled Your Complaint and the Ombudsman, which contains further details about the Financial Ombudsman Service.
Our Commitment to You
Our compliance officer will handle your complaint diligently, ensuring every effort is made to address your concerns swiftly and effectively. The complexity of the issue may influence how long it takes to fully resolve your complaint, but we will keep you informed every step of the way.
Your satisfaction is our priority, and we are here to help put things right.