Complaint Resolution Process

Committed To Giving You The Highest Quality Of Service.

How to Contact us with a complaint:

You may contact us via our website contact form. However, you can also write to us with the details of your complaint. Please remember to include the following details:

  • Your full name
  • Email address associated to your loan account
  • A description of your complaint, including supporting documentation
  • What we can do to put things right

In writing:

To: The Compliance Officer, Divine Securities Services Ltd t/a Chloe Brooke Loans. 3rd Floor, St. George’s House, 6 St. George’s Way, Leicester, LE1 1SH, UK.

By Telephone:

0116 442 2765. Lines are open 8.30am to 6.30pm. Call are charged at standard rates.

Upon receipt of your complaint, we will assign a unique code number, review your submission, and do our possible best to resolve the issue via email response by the end of the next business day. If we are unable to do this, we will prompt you or send you a written correspondence acknowledging your complaint and who is dealing with.

We will negotiate with you and send you our full Final Response within eight weeks of receiving your complaint. If you are not satisfied with our response, you may appeal the decision via email: ds-services@hotmail.com. We ask you to please state your objections to the decision and include any new evidence to be considered.

Our correspondence will explain that you will have ultimate recourse to the Financial Ombudsman Service if you are dissatisfied. If you are dissatisfied with our Final Response, you can ask the Financial Ombudsman Service for an independent review.

You have six months from the date of our Final Response correspondence to submit your complaint to the Financial Ombudsman Service and we will enclose an information leaflet to assist you if you decide to pursue this further course of action. You can contact them at:

The Financial Ombudsman Service Contact Details

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk