Complaint Resolution Process

You may report complaints in reference to Smart-Pig's loans, policies or services via email at [email protected] or via phone at 0203 5071 930.

Upon receipt of your complaint, we will review it and do our best to resolve your complaint by the end of the third business day after receiving it. If we can't do this, we will send you a prompt written or electronic acknowledgement of your complaint with information on who is dealing with it.

If you are not satisfied with our response, you may appeal the decision via email at [email protected] We ask you to please state your objections to the previous decision and include any new evidence to be considered.

We get in touch and send you our full response within eight weeks of receiving your complaint. Our letter will explain that you will have ultimate recourse to the Financial Ombudsman Service if you remain dissatisfied. If you are dissatisfied with our final response, you can ask the Financial Ombudsman Service for an independent review.

We will enclose a leaflet (or provide you with a link to the leaflet) from the Financial Ombudsman Service in our final response letter to assist you if you decide to pursue this further course of action.

You should contact the Financial Ombudsman Service within six months of receiving our final response.

Contact Details

The Financial Ombudsman Service
Exchange Tower
ES13 9SR

Tel: 0800 0234567
Email: [email protected]

Online Dispute Resolution (ODR)

You also have the right to refer your complaint to the European Commission's Online Dispute Resolution platform. As we're a financial service business operating in the UK, the complaints submitted through this platform will be dealt with by an approved alternative dispute resolution (ADR) provider such as the Financial Ombudsman Service.

You may need the following information when you use the ODR platform: