File a Complaint

If something has gone wrong, we want to hear it directly rather than read it in a review. This page sets out how to raise a complaint with us, how long we take, and who to escalate to if our answer does not resolve it. Using this process does not affect your loan or your account in any way.

How to complain

Please include your name, the phone number or email on your account, what happened and when, and what you would like us to do about it.

What happens next

1. Within 1 business day we acknowledge receipt and give you a reference number.
2. Within 5 business days a member of our team who was not involved reviews the account and contacts you.
3. Within 15 business days we send a written response setting out our findings, what we are doing, and your options if you disagree.

Complex cases occasionally take longer. If ours will, we will tell you why and when to expect the answer.

If our answer does not resolve it

You can escalate at any time, including before we have responded. You do not need our permission.

• Consumer Financial Protection Bureau. Complaints can be filed at consumerfinance.gov/complaint. We are required to respond through their portal.
• Your state banking or financial regulation department. The regulator that licenses us in your state. Contact details are on our licenses page.
• Your state attorney general, for consumer protection matters.
• The Federal Trade Commission, at reportfraud.ftc.gov, if you believe you have been targeted by fraud.

What we do with complaints

Every complaint is logged, categorised and reviewed by our compliance team, and recurring themes are reported to management monthly. If a process caused the problem, the process changes. Complaint volumes and outcomes are reviewed as part of our annual compliance audit.