Complaints Policy

We aim to be fair and honest in everything we do, and we pride ourselves on providing the highest level of service. However, we recognise that there may be occasions where things do not go as expected. If you are unhappy with any aspect of our service, we encourage you to contact us so we can try to resolve the matter promptly and fairly.

How to Make a Complaint

You can submit a complaint using any of the following methods:

By Post:

The Compliance Manager
Tiger Lion Financial Limited,
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ

By email:

complaints@loantube.com

When contacting us, please include:

Your name and contact details
A clear and comprehensive description of your complaint
Any supporting information or documents that may help us investigate

Providing full details will help us understand your concerns and resolve them more efficiently.

Our Complaints Handling Process

We will acknowledge receipt of your complaint promptly in writing. Where necessary, we may request additional information or documentation to help us investigate the issue. We will only ask for information that is relevant to your complaint.

We aim to resolve complaints as quickly as possible. However, some matters may require more detailed investigation. In all cases, we will issue our final response within 8 weeks of receiving your complaint.

If we are unable to provide a final response within this timeframe, we will write to you to explain the reason for the delay and advise when you can expect a response.

Financial Ombudsman Service

If you remain dissatisfied with our final response, or if we have not resolved your complaint within 8 weeks, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS).

If you want the FOS to consider your complaint, you must submit it to them within 6 months of the date of our final response.

Their contact details are:

The Financial Ombudsman Service, Service Exchange Tower, London, E14 9SR

0300 1239 123, calls to this number cost no more than calls to 01 and 02 numbers.

0800 023 4567, calls to this number are now free on mobile phones and landlines.

+44 20 7964 0500, if you are calling from outside the UK.

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

Information regarding their service can be found on the Financial Ombudsman website:

https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Last Reviewed: December 2025