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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 20.29% APR

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