Although we aim to provide you with the highest standards of service, there may be occasions when our service or advice does not meet your expectations. This guide is intended to communicate the process we will follow should you feel the need to complain. The procedure has been designed to meet the requirements of the Financial Conduct Authority (FCA) and the Financial Ombudsman Service (FOS).
Although we will deal with complaints made verbally, it is preferable that your complaint is put in writing by email to customers@tendoloan.co.uk or in by post using the below address:
If you remain dissatisfied following our final decision letter, you have the option to refer the matter to the Financial Ombudsman Service at:
The Financial Ombudsman Service
If the matter is to be referred to the Ombudsman you should do so as soon as possible after our final response and certainly within six months. Outside this time period the FOS has the discretion whether to review your complaint or not
You should allow us to complete our Internal Complaints Procedure before you refer your concerns to the Ombudsman
There are certain types of complaint that are outside the Ombudsman's jurisdiction. Before you refer the matter to the Ombudsman you may wish to contact them on 0300 123 9123 to discuss your complaint. You can also visit their website http://www.financial-ombudsman.org.uk for more information
© Nouveau Finance Ltd. Tendo is a trading style of Nouveau Finance Ltd. Nouveau Finance Limited is authorised and regulated by the Financial Conduct Authority. We are a credit broker and not a lender and offer credit facilities from a panel of lenders
© Nouveau Finance Ltd | Company Reg: 08470456 | Data Protection: Z3624187 | FCA reference number: 727348
Registered Address: Office 9, Dalton House, 60 Windsor Avenue, London SW19 2RR
Consumer Advisory: Tendo is a free loan matching service. We connect you with potential lenders, but we do not lend money directly.
Loan Approval Process: We'll submit your information to lenders. All applications are subject to credit checks and affordability assessments. If approved, lenders may require additional details.
Loan Terms: Loan terms, fees, and interest rates vary by lender and applicant.
Loan Amounts: Not all lenders offer up to £5,000, and not all applicants will be approved for their requested amount.
Loan Repayment: Late or missed payments may incur additional fees.
Alternative Services: If we can't find a suitable loan, we may offer other financial products or services, which may have fees.
Credit Checks: Applying involves a soft credit check, which doesn't affect your credit score. If you proceed with a loan, the lender may conduct a hard credit check, which can impact your credit score.