Complaints Policy

You’re always protected​

This policy sets out how Koyo will deal promptly and fairly with complaints in respect of business carried on by Koyo in accordance with the Dispute resolution Rules (DISP). It is also relevant to those customers who may wish to make a complaint or refer it to the Financial Ombudsman Service.

Subject to DISP 1.1.5 R, this policy applies to a firm in respect of complaints from eligible complainants concerning activities carried on from an establishment maintained by it or its appointed representative in the United Kingdom.

Our commitment to you

Our customers are truly at the heart of everything we do, and we work with integrity and transparency to ensure we deliver the very highest standards of service. If a customer feels they’ve not received a satisfactory standard of service, we aim to investigate and resolve any complaints at the earliest opportunity.

Ensuring that making a complaint is as easy as possible.

Dealing with your complaint fairly, promptly and treating your complaint seriously.

Making sure that we learn from any complaints and as a result improve the level of our services.

How to complain

If you are dissatisfied with an element of our service then you should contact us at [email protected]

Should you wish to speak to us you may do so by calling +44 20 3966 4897 and requesting to speak to our customer service team.

Alternatively you may write to us at the following address:

Customer Relations
Koyo Loans
Huckletree Soho,
Ingestre Court, Ingestre Place,
London, W1F 0JL

Please provide us with the following information :

• Your Full Name
• Email Address used in connection with your Koyo account
• Daytime Phone Number
• Full Address and Postal Code
• Full Details of your concern and preferred outcome

How long will it take?

Please allow up to 5 business days from the time of receipt to hear back from Koyo. We will do our utmost to resolve your concern immediately.

Sometimes it may take longer to fully investigate and if a complaint is particularly complex, it may take longer to resolve. We will always try our best to respond to your complaint as quickly as possible and we will send you our final response no later than 8 weeks from when you first complained. If we cannot complete our investigation in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response. If you’re unhappy with the progress of your complaint or not happy with our final response, at this point, you can refer it to the Financial Ombudsman Service. The Financial Ombudsman Service will only deal with your complaint if you have given us the opportunity to put matters right, so please contact us first and we will do all we can to help you.

Financial Ombudsman Service (FOS)

If you want the FOS to consider your complaint, you must send your complaint to them within 6 months of the date of our final response. We will not consider further dispute after this time. Their contact details are:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 1239 123.
Email: [email protected]

Information regarding the service can be found on the Financial Ombudsman website: http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

European Online Dispute Resolution

For extra-judicial settlement of consumer disputes, the European Union has an online platform ("ODR platform") set up. You can find the platform under: http://ec.europa.eu/consumers/odr/

Further sources of information and advice that are freely available to you, include local trading standards and the Citizens Advice Bureau – www.citizensadvice.org.uk. To find your local office, look in your phonebook.