Complaints

Tell us first

Email enquiries@paganifinance.co.uk with what happened and what you would like us to do about it. We will acknowledge within three working days and give you a considered reply within eight weeks, usually sooner.

The Financial Ombudsman Service is not available

This matters and we would rather you read it here than discover it later. The Financial Ombudsman Service covers regulated activities. Where we arrange an unregulated business agreement ourselves, the Ombudsman has no jurisdiction over it and you cannot refer a complaint about us to it. Where your agreement is regulated consumer credit arranged through an FCA authorised broker partner, that firm is responsible for the regulated activity and its own complaints process and Ombudsman rights apply to it. Ask us which route your case took if you are not sure.

The Financial Services Compensation Scheme does not apply either, for the same reason.

What is available

Our own complaints process, set out above. Beyond that, the ordinary legal remedies available between businesses, including the courts and any alternative dispute resolution the parties agree to.

If your complaint concerns a lender rather than us, and that lender is FCA authorised, their own complaints process and any redress attaching to it apply. We will tell you who to contact.