Complaints Procedure

How can I make a complaint?

We apologise if our service did not meet your expectations. Your satisfaction is our top priority. Our customer experience team is here to help and may be able to resolve your issue quickly, even before a formal complaint is necessary. We are dedicated to addressing and rectifying any concerns promptly.

To get in touch you can contact us in the following ways:

Email: complaints@aspirelending.co.uk

Phone: +44 800 145 6708 (Monday to Friday 09.00 – 17.30)

Post: 24 Nicholas Street, Chester, CH1 2AU

What will happen next?

• We aim to resolve your complaint within three business days. During this period, we may reach out for additional information if needed. If you are satisfied with the resolution, we will issue a ‘Summary Resolution Communication’ to confirm the outcome.

• If we are unable to resolve your complaint by the 5th business day, we will send you a written acknowledgment letter confirming that your complaint has been received and is being addressed.

• We strive to resolve your complaint as quickly as possible. Depending on the nature of the complaint, we will provide a final response within 15 business days. If we anticipate that it will take longer, we will notify you in writing, clearly outlining the reasons for the delay and specifying the new deadline for our final response. Please note that this process could take up to 8 weeks.

What if I am still unhappy?

If you are dissatisfied with our final response, you may have the right to refer your complaint to the Financial Ombudsman Service.

You must do this within 6 months of the date of our final response.

You can contact the Financial Ombudsman in the following ways:

Email: complaint.info@financial-ombudsman.org.uk

Phone: 0800 023 4567

Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Website: www.financial-ombudsman.org.uk