Complaints Procedure

A guide to our complaints procedure

George Banco is a trading name of Everyday Lending Limited. Our staff are trained to provide the highest possible standards of service to our customers.

We aim to provide you with lending services that meet your needs, putting you as a customer first at all times. Even the best organisations sometimes make mistakes and if we do, or we fail to meet your expectations in some way, we want the opportunity to put things right as quickly as possible.

Our complaints procedure explained

  1. If at any time you have cause for complaint, please raise this initially with the George Banco Service Team, either by telephone or in writing. In some instances, we may not be able to resolve the problem immediately however, we will aim to resolve it within 3 working days.
  2. If we have been unable to resolve your complaint, or if you feel that your complaint has not been resolved to your satisfaction within 3 days, it will be escalated and reviewed by our Customer Resolutions Team.
  3. We are always looking to resolve complaints internally however, similar to Step 1, if you remain unhappy after receiving the final response from our Customer Resolutions Team, you can refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service

The Financial Ombudsman Service is an independent expert who can investigate and resolve outstanding disputes between financial services companies and their customers. The scheme covers various activities, and you have the right to have your complaint investigated by the Ombudsman impartially and independently, free of charge.

The Financial Ombudsman Service will only consider your complaint once we have issued a Summary Resolution Letter or ‘final response’. You have 6 months from the date of our ‘final response’ to take your complaint to the Financial Ombudsman. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances. The address of the Ombudsman is provided below:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0845 080 1800
Website: financial–ombudsman.org.uk

Head Office Address:
George Banco, Epsom Court
First Floor, White Horse Business Park
Trowbridge, BA14 0XF
Tel: 01225 941 941
E-mail: [email protected]

GeorgeBanco.Com is a trading style of Everyday Lending Limited (Company registration no. 5850869, England & Wales).
Registered Office: Secure Trust House, Boston Drive, Bourne End, Buckinghamshire, SL8 5YS
Trading Address: Epsom Court, First Floor, White Horse Business Park, Trowbridge, BA14 0XF.
Everyday Lending Limited (Firm Reference No. 724445) is authorised and regulated by the Financial Conduct Authority.
Everyday Lending Limited is a member of the Finance and Leasing Association and as a member, we follow its Lending Code.
ICO Registration No. Z9591892.