Get in touch

If you are an existing Moorgate Loan Servicing customer please log in to access additional features including arranging for a call back at a time that suits you and lots more. If you don’t have your account details to log in, don’t worry, you can contact us in several different ways:

Email

Phone*

Opening hours

Monday, Tuesday, Thursday and Friday, 8:30am to 5pm
Wednesday, 9:30am to 5pm

*Calls may be recorded for training and monitoring purposes


Post

Moorgate Loan Servicing
PO Box 16140
Solihull B91 9HH


Feedback

We are always seeking to improve the level of service we offer, so if you are unhappy with the service you have received please let us know. We welcome and value your feedback and will endeavour to resolve any issues quickly.

Please contact our dedicated customer relations team on 0345 849 4108 or email them at customer.relations@moorgateloanservicing.co.uk

Alternatively you can write to them at:

Customer Relations Manager
Moorgate Loan Servicing
PO Box 16140
Solihull B91 9HH

If we are able to resolve your complaint within three working days, we will send you written confirmation of this.

Where we cannot resolve your complaint within three working days, we will send a written acknowledgement within five working days. We will then undertake a full investigation to enable us to make an informed assessment of your complaint.

We will send you a final response within eight weeks, which will:

• Let you know the outcome of our investigation
• If appropriate, advise you of what we intend to do to rectify the problem
• If we disagree with your complaint, clearly explain the reason why

Throughout the eight week investigation, or until a final response is issued, we will keep you informed of our progress and we may contact you to ask you to provide further information regarding the issues you have raised.

If you are still not satisfied with the response you receive, you can refer your complaint with the following organisations:

The Finance & Leasing Association is the UK’s leading trade body for asset finance, consumer finance and motor finance sectors.

www.financeleasingassociation.co.uk


The Financial Ombudsman was set up by Parliament to sort out individual complaints that consumers and financial businesses are unable to resolve themselves.

www.financial-ombudsman.org.uk


The Credit Services Association (CSA) are a national association in the UK for companies active in the debt collection and purchase industry.

www.csa-uk.com


Complaints Data

We place the needs of customers at the heart of our day-to-day operations but we understand that we do not always get things right first time.

Complaints from our customers are taken very seriously and it is important to us that all issues are resolved as quickly as possible.

To help us improve and maintain excellent customer service, and in accordance with the FCA’s requirement, we publish complaints information every six months.

Our complaints data for Apr-Sep 2016

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