Warning: Late repayment can cause you serious money problems. For help, go to moneyhelper.org.uk

Tangerine Loans Is A Licensed Credit Broker, Not A Lender, And Does Not Make Credit Decisions, We May Receive A Commission From The Provider That We Introduce You To.

Customer Complaints

CUSTOMER COMPLAINT PROCEDURE

INTRODUCTION

MediaBlanket Ltd, its employees, broker partners, contractors, and businesses with which it trades as part of a Network, strive to offer a high level of customer satisfaction for any product or service that is promoted to you. In the unlikely event that we fail to achieve these high standards, the following policy sets out how you can complain to us. In the event that your complaint relates to one of our trading partners we will advise them and you accordingly. All our trading partners have their own policies which are compliance checked and approved by the Director prior to any form of consumer engagement.

HOW TO COMPLAIN

Please could customers contact us via email in the first instance whilst we make changes in response to covid-19.

There will be more email cover than telephone cover and you may receive a response more efficiently via email.

Thank you for your patience and understanding.

*** Please note that the website www.theloanstree.co.uk is not related to MediaBlanket Ltd in any way and we would encourage you to check this site thoroughly and read online reviews of the service it provides before using it. ***

At MediaBlanket Ltd, (“MediaBlanket”) we aim to offer consumers a high level of service. Should we fail to deliver on our commitment to deliver this high standard, we would like to hear from you and be given an opportunity to put things right. We have made it as easy as possible to contact us: you can either email our Customer Services at: hello@mediablanket.co.uk, you can write to us at MediaBlanket Ltd, Lloyds House, 18-22 Lloyd Street, Manchester, M2 5WA or call us on 0161 711 0415. To make it easier for us to locate your details and deal with your complaint thoroughly and quickly, please provide us with your full name, full address (including postcode) your home telephone number, mobile telephone number, email address and date of birth.

HANDLING YOUR COMPLAINT

On receipt of your complaint, we will attempt to contact you within 5 working days with the intention of fully resolving any issues you may have experienced. If we failed to resolve the complaint to your full satisfaction within this time frame, we will commence a formal investigation process. On commencement of our formal investigation, we will write to you to acknowledge your complaint, and provide you with a named contact who will deal with your complaint from start to finish. From the date of your initial complaint, our aim is to respond to you within a four week period, and fully conclude our investigation with a final response within an eight week period. If we are unable to issue a final response within this time frame (due to external circumstances or a reliance on a third party entity) we will write to you explaining why.

YOUR RIGHT TO COMPLAIN TO THE FINANCIAL OMBUDSMAN SERVICE

If you are not satisfied with our final response, or you have not received a response after 8 weeks, you can refer your complaint to the Financial Ombudsman Service free of charge. You must approach them within six months of our final response, we will remind you of the time limit in our final response.

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

web: www.financial-ombudsman.org.uk

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

Contact centre – 0800 023 4567

(Calls to this number are normally free from a landline but mobile networks may charge to connect to this service)

Alternative contact centre number – 0300 123 9123 (calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.

Auto Decisioning allows lenders to make a decision on your loan application without the need for human interaction, for more information please contact your lender or see their privacy policy.

Responsible Lending

At MediaBlanket Ltd, we care because money matters and we are committed to working with responsible lenders and acting as a responsible broker.

Our lenders do:

Assess that applicants can afford a loan, and will be able to repay it
Provide clear, transparent agreements, terms and communications
Treat all customers fairly

Our lenders do not:

Target people who are struggling with debt
Lend to applicants who they believe will be unable to repay without experiencing financial difficulty
Proceed with applicants if they are unable to verify their personal details

Please only apply for a loan if you're sure that you can repay it in full on your due date and still manage your other outgoings. Don’t borrow money if you know that you will struggle to pay it back.

Implications of Non-Payment

Missing repayments may have a negative effect on your credit rating and make it more difficult for you to obtain credit in the future. It may also result in your debt being passed to a collection agency.

Financial Difficulties

If after receiving your loan you feel that you will struggle to make the agreed repayments, it is important that you do not ignore the situation, and you contact your lender as soon as possible. For further information please refer to the loan agreement and terms provided by your lender.

For further help please go to moneyhelper.org.uk

© MediaBlanket Ltd. This site is a trading style of MediaBlanket Ltd, who is authorised and regulated by the Financial Conduct Authority. We are a licensed credit broker, not a lender and we do not make credit decisions.

As a fully authorised and regulated credit broker we connect customers with reputable lenders, brokers and alternative consumer credit providers from our network to offer you a range of loan and credit products in exchange for a commission. We will not charge you a fee for using our service.

© MediaBlanket Ltd | Company Registration: 07949139 | Data Protection: Z3334636 | FCA Reference Number: 723605

Registered Office Address: MediaBlanket Ltd, Lloyds House, 18-22 Lloyd Street, Manchester, M2 5WA

Consumer Advisory: this site is a loan matching service and there is no guarantee you will be accepted by a lender or that you will be offered terms that are suitable for your individual financial needs. Please note that the lender or broker we direct you to may not offer the cheapest loan compared to the open market. This site will submit the information provided to lenders and brokers in our network based on the information that you have provided. Following loan approval, if the lender requires further information from you this may be collected after we have transferred you to their website, or they may contact you via phone, email or SMS.

• Short term loans are expensive and should only be used for short term borrowing, and not as a long-term solution.

• If you are thinking of consolidating existing borrowing, you should be aware that you may be extending the terms of the debt and increasing the total amount you repay.

• If you choose to secure a finance option against your home, your home may be repossessed if you do not maintain your repayments. Think carefully before securing other debts against your home.

Make sure you understand the costs before you apply. Please only apply for a loan if you're sure that you can repay it in full on your due date and still manage your other outgoings. Missing repayments may have a negative effect on your credit rating and make it more difficult for you to obtain credit in the future.

Please note that not all applicants will qualify for a loan, and MediaBlanket Ltd simply provides a FREE loan matching service and does not engage in any direct consumer lending. Not all lending partners offer loans up to the highest amount offered on this site, and not all applicants will be approved for their requested loan amount. Some lenders will only consider applicants who are UK homeowners.

UK residents and over 18's only. All finance is subject to creditworthiness and affordability checks in line with responsible lending, and some lenders you may be matched with may run a credit check from a credit reference agency. As part of the application process, you are agreeing that in order to assess your eligibility for the product you are applying for, that lenders will carry out a soft search on your credit file. A soft search is only visible to you and does not affect your credit rating. If you choose to progress your application with a loan product, the lender may carry out a hard search. This hard search will be visible on your credit file to you and other providers and can negatively impact your credit score.

Auto Decisioning allows lenders to make a decision on your loan application without the need for human interaction, for more information please contact your lender or see their privacy policy.

The quote and APR you receive will be tailored to your specific circumstances. Loan terms, conditions, policies, and repayment terms vary by lender and if you are presented with a loan offer, it is important that you familiarise yourself with these terms prior to proceeding. Lenders may use collection services for non-payment of loans.

*Most loans can be paid into your bank account the same day following approval; however, the time required to process and transfer the loan varies by lender and not all lenders are able to pay out the same day.

If we are unable to find you a lender to approve your loan application, we may transfer you to an alternative provider or service, which may incur a fee if you choose to use it. We do not endorse any particular product or service, and any information provided on our communications or websites serve as opinion only.