Complaints
Tell us when something has gone wrong.
We aim to treat customers fairly and resolve concerns promptly. Making a complaint is free and will not affect how we consider an existing enquiry.
Contact Arrow Loans first
Explain what happened, when it happened and what you would like us to do. Include your name and a safe way to contact you, plus any reference number that will help us identify the matter. Do not email passwords, card details or security information.
- Email: info@arrowloans.co.uk
- Telephone: 020 8959 5225
- Post: Arrow Loans, PO Box 37627, London, NW7 2XD
We will investigate and respond
We will review the information available and keep you informed. In general, regulated firms must provide a written outcome within eight weeks. Some complaints can have different regulatory timescales; if that applies, we will explain it.
Financial Ombudsman Service
If you remain unhappy with our final response, or do not receive an eligible response within the relevant time, the Financial Ombudsman Service may be able to consider your complaint. It is a free and independent service.
A final response will explain any applicable referral deadline. In general, a complaint must be referred to the Ombudsman within six months of the final response.