DISPUTE RESOLUTION POLICY

Spot Loans values its customers and aims to provide a fast and efficient service in all its dealings with customer requests. Spot Loans is also committed to providing fair and prompt resolution of customer disputes and complaints as they arise. In order to continually improve our service to customers please contact our Complaints Contact Person at Spot Loans immediately if you have a dispute or complaint.

When you lodge a complaint with us you will receive an acknowledgement so that you will know that we have received and will attend to your complaint. The Complaints Contact Person will assist you with handling the complaint and will advise if any further information is needed. The Complaints Contact Person will liaise with managers and staff at Spot Loans to ensure a fast resolution and you will be informed of our decision and the reasons for that decision. If you are not satisfied with our decision regarding your complaint you may wish to contact Credit Ombudsman Service Limited. Unless there are exceptional circumstances, we will in all instances respond to your complaint within 45 days of receipt of your complaint.

If we are unable to resolve the complaint within 45 days we will:

• Inform you of the reasons for the delay;
• Advise you of a date by when a decision can be expected; and
• Notify you of your right to contact Credit Ombudsman Service Limited

All complaints will be processed at no charge to you.

Credit Ombudsman Service Limited may be contacted as follows:

To contact our complaints contact person click here