Complaints Policy and Procedure


At Mersey Loans, we are committed to ensuring that there are clear and effective procedures in place so that any complaints received will be dealt with fairly, reasonably, and promptly.

We are committed to providing a high standard of customer service and support. From time to time we may not get things right. When this happens, we make every possible effort to deal with the situation promptly and to the complainant’s satisfaction.


If you have a complaint, please follow the steps below.

Step 1

The complaint can be made in writing, verbally, and in person.

Please provide the following

  • Full name and address
  • Customer number
  • Contact number
  • A detailed description of your complaint

Mersey Loans,
Complaints Department,
Hamilton House,
141 Priory Road,

Step 2

We aim to acknowledge receipt of the complaint within 10 working days.

Step 3

You will receive a full response to your complaint within eight weeks.

Step 4

If you are dissatisfied with our response, we will provide you with details of the Financial Ombudsman Service.
You can refer your complaint to them.

WARNING: Late repayment can cause you serious money problems. For help, go to

£200.00 payable over 25 Weeks at £12.00 per week. Rate of interest 50% fixed; Representative 468.2% APR. Total amount payable is £300.00. Compare the price of Home collected and other cash loans at


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