Complaints Process - Find out how we handle complaints

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@multaloan.co.uk or in by post using the below address:

Customer Complaints

Level 3 | 207 Regent Street | London | W1B 3HH
We will send you a written acknowledgment within five working days of receiving your complaint (whether made verbally or in writing)
Your concerns will be fully investigated and a detailed response (‘decision letter') issued within eight weeks of receiving your complaint
Should you have any concerns in the meantime you should contact the customer services department using this email address customers@multaloan.co.uk
In the unlikely event that no response is provided by us within the eight-week period you are entitled to refer your complaint to the Financial Ombudsman Service

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

Exchange Tower, London, E14 9SR

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

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Representative example: Based on a loan of £20,000 over 120 months at an Annual Interest Rate of 14.10% (variable), you will make 120 payments of £327 per month. The total amount repayable will be £39,240. This includes a lender fee of £995 and a broker fee of £0, which have been added to the loan. The overall cost for comparison is 20.29% APRC representative

© TWIBLI Ltd. Multa is a trading style of TWIBLI Ltd. TWIBLI 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.

Registered Address: Level 3 | 207 Regent Street | London | W1B 3HH

Consumer Advisory: Multa is a loan matching service. This site will submit the information you provide to a direct lender. Upon loan approval, a direct lender may require further information from you which will be collected after we transfer you to their website or they may contact you via phone or email

All applications will be subject to credit checks and affordability assessments in line with responsible lending. Loan terms, conditions and policies vary by lender and applicant qualifications. Late or missed loan payments may be subject to increased fees and interest rates. Not all lending partners offer up to £5,000 loans, and not all applicants will be approved for their requested loan amounts. Loan repayment periods vary by lender also. Lenders may use collection services for non-payment of loans

Not all borrowers will qualify for a loan, the operator of this website does not engage in any direct consumer lending, we simply provide a FREE loan matching service to the public. To operate this service we receive a commission from the lender we refer you to

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* As part of the process of applying you are agreeing that lenders will carry out a soft search on your credit file to assess your eligibility for the product you are applying for. Soft searches are only visible to you and do not affect your credit rating. Should you elect to move forward with a loan product, the lender may then convert the soft search into a hard search which will be visible to other credit providers and yourself. A hard search can negatively impact your credit score

THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT. IF YOU ARE THINKING OF CONSOLIDATING EXISTING BORROWING YOU SHOULD BE AWARE THAT YOU MAY BE EXTENDING THE TERMS OF THE DEBT AND INCREASING THE TOTAL AMOUNT YOU REPAY