Start with us
Most problems are faster to fix directly, and we would rather hear it than not. Contact us by any of these routes and you will get a named person, not a ticket number.
| Phone | +1 (800) 555-0190, Mon–Fri 8am–8pm and Sat 9am–3pm ET |
| [email protected] | |
| Post | Address to be confirmed before launch |
What to include
- Your name and the last four digits of your loan account, if you have one
- What happened and when, with dates where you have them
- Who you dealt with, if you know
- What outcome you are looking for
What happens next
- Acknowledgement within [two business days]You get written confirmation that we have it, with a reference and the name of the person handling it.
- InvestigationWe pull the call recordings, account notes, and documents relevant to what you have raised.
- Written response within [15 business days]Setting out what we found, whether we agree, what we are doing about it, and how to escalate if you disagree. If we need longer we tell you why and give a new date.
- ResolutionWhere we got it wrong we correct it, refund any fee charged in error, and fix the underlying process rather than only the individual case.
If you are not satisfied
You can escalate at any point. You do not need our permission and you do not need to wait for our final response.
Consumer Financial Protection Bureau
Submit a complaint at consumerfinance.gov/complaint or call (855) 411-2372. The CFPB forwards it to us, requires a response, and tracks the outcome. Complaints are published in a public database in anonymised form.
Your state regulator
Each state that licenses us also supervises us. The regulator for your state is listed alongside our licence number on the licences page. State regulators can act on licensing and conduct matters that federal agencies may not cover.
Federal Trade Commission
For scams, impersonation, or deceptive practices, report at reportfraud.ftc.gov. If someone is impersonating us, tell us as well so we can warn other customers. See the security page for what a genuine contact from us looks like.
Specific situations
| If you want to | Do this |
|---|---|
| Dispute a credit report entry | Contact us and the bureau that holds the entry. Under the Fair Credit Reporting Act we must investigate and respond, normally within 30 days. |
| Understand why you were declined | Your adverse action notice lists the specific principal reasons. Call us and we will walk through them. |
| Report a debt collection concern | Contact us first. The Fair Debt Collection Practices Act governs how we may contact you, and we will investigate any contact that fell outside it. |
| Raise a discrimination concern | Contact us and the CFPB. Credit decisions must comply with the Equal Credit Opportunity Act, and we investigate every allegation formally. |
| Ask for hardship help | This is not a complaint and does not need this process. Call us before a payment is missed; see responsible lending. |
Complaints are not held against you
Raising a complaint has no effect on your loan, your rate, or any future application. Nothing about the process is adversarial, and you do not need to be a customer to use it.
What we do with what we learn
Complaint themes are reviewed by the Chief Compliance Officer and reported to the credit committee. Where a complaint reveals a process problem rather than a one-off mistake, the process changes. That review cycle is part of our editorial and governance policy.
This page was last reviewed on by .