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Complaints Policy

Last Reviewed July, 2023

Complaints Policy

At T Dot UK Limited, providing an exceptional customer experience is our top priority. If you would like to express your dissatisfaction with any of our services, please follow our complaints procedure below. If you have a complaint about your lender, please get in touch with that lender directly.

How to file a complaint

Please provide a detailed description of your complaint along with your contact information to our Compliance department at: [email protected]

You may also direct your complaint to us by post or by telephone:

T Dot UK Limited
c/o Compliance Department
Suite A, Floor 2
26-32 Oxford Road,

Telephone: 0120 212 2280

Response time

Upon receipt of your complaint, we will do our best to resolve it by the end of the next business day.

If we’re unable to do this, we will send you a prompt written acknowledgment of your complaint within two (2) working days and advise you who is handling it. In addition, we will provide you with a copy of our complaints handling procedure.

The complaint process might require an internal or external investigation, which may result in a longer resolution time. If we need to investigate your complaint further to respond fully, we will tell you and keep you regularly updated. Please note that complicated complaints might prompt a comprehensive investigation. We will send our final response as soon as possible, but in any case, within a maximum of eight weeks of receiving your complaint. We regret that not all complaints can be resolved to the satisfaction of the customer.

Financial Ombudsman Service

If you are unhappy with our response to your complaint, you may contact the Financial Ombudsman Service (FOS) for their consideration. The website for the FOS is http://www.financial-ombudsman.org.uk Please contact the Financial Ombudsman Service within six (6) months of receiving our final response.

Note: Please ensure that you are contacting the FOS concerning the correct party. We are a brokerage service and not a lender. We do not make credit decisions, issue loans, or engage in collection activity. Don't hesitate to contact us if you have a question about the identity of your lender.

Financial Conduct Authority

If you would like to make a complaint to our regulatory body, please use the details below:

0800 111 6768 (freephone) or 0300 500 8082.

Vulnerable customers Policy


At T Dot UK Limited, we understand that managing finances can be a challenging and stressful task, especially when facing difficult life circumstances. As an FCA and ICO regulated credit broker, we are committed to providing a supportive and inclusive environment for all our consumers, particularly those who may find themselves in vulnerable situations. This policy outlines our dedication to ensuring fair treatment, transparency, and assistance to vulnerable consumers.

Understanding Vulnerability:

We recognize that vulnerability can take many forms, and it is not always visible to others. It may arise from financial difficulties, health issues, life events, or other personal circumstances. We want to assure our consumers that we are empathetic to their needs and committed to providing the necessary support during their financial journey.

Our Role as a Broker:

It is essential to understand that T Dot UK Limited is a broker, not a lender. Our primary function is to assist consumers in finding suitable loan options from our panel of FCA regulated lenders. By applying through our websites, we aim to match consumer applications with lenders who can offer appropriate financial solutions based on their individual needs and circumstances.

Consumer Protection and Regulatory Compliance:

As a regulated credit broker, we ensure compliance with the relevant regulators. This ensures that all interactions with our consumers, particularly vulnerable ones, are handled with the utmost care and adhere to the highest standards of consumer protection.

Ensuring Fair Treatment and Transparency:

We uphold the principles of Consumer Duty, ensuring that all our consumers are treated fairly, ethically, and transparently. We provide clear and easily understandable information about our services, including the terms and conditions, application process, how to opt-out and contact preferences.

Assistance for Vulnerable Consumers:

We respect your privacy, and we understand that some consumers may wish to opt-out of applications.

If you consider yourself as a vulnerable consumer and wish to request a hold on any applications, we are here to assist you. Please reach out to us by sending an email to [email protected] and ask for us to put a hold on any applications.

Please get in touch should you have any questions or concerns. We are happy to help.

Safeguarding Your Information:

The protection of your personal and financial information is of the utmost importance to us. We maintain robust data protection and security measures to ensure that your information is always safeguarded, in compliance with relevant regulations.

For more information about how we obtain, use, and store your data, please see our Privacy Policy here: https://t.uk/b-privacy/

Listening to Your Feedback:

We are committed to improving our services and support for vulnerable consumers. Your feedback is invaluable to us, and we encourage you to share your thoughts and experiences to help us enhance our practices further.

At T Dot UK Limited, we firmly believe that through this comprehensive vulnerable consumer policy, we can better serve and support all our consumers during challenging times. Our commitment is to empower you with the knowledge and assistance needed to make informed decisions and navigate your financial concerns with confidence. We are here for you every step of the way.

Contact Us:

Email: [email protected]

Phone: 01202 122280

Postal Address:

T Dot UK Limited
Suite A, Floor 2, Avalon,
26-32 Oxford Road,

We're here to assist you and address any questions you may have.

Rates from 12.9% APR to 1721% APR. The minimum Loan Term is 1 month. The maximum Loan Term is 36 months. Representative Example: £1,000 borrowed for 18 months. Repayment of 17 Months at £87.22 and final repayment of £87.70 The total amount repayable is £1570.44. Interest amounts to £570.44, an annual interest rate of 59.97% (fixed) Representative APR: 79.5% (variable)

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