How can I complain?

It is always our intention to provide an excellent service at all times, but occasionally we may not always get things right the first time.

If you are dissatisfied with the service we provide and wish to let us know, please feel free to contact our dedicated Customer Services Team who will do their best to resolve the issue for you. If they are unable to do so, they will note your concerns and pass the details to the Customer Relations Department for a full investigation.

In writing:

Please address all written correspondence to:
6A Dunraven Place
CF31 1JD

Please note: Additional personal information should not be included in email messages for security reasons.

To help us investigate and resolve any issues that you may have please provide the following information:

Your full name
Date of birth
Daytime telephone number
Full details of your concern

We will always try to resolve your concerns immediately. However, if we are not able to resolve your complaint within five working days we will write to you and provide you with the following information:

Who is dealing with your complaint
When we will contact you again
We will ensure that you are kept informed until your complaint has been resolved. If your complaint is particularly complex, it may take longer to resolve. If a resolution has not been reached by the end of eight weeks we will:

Send you a ‘Final Response’ Letter. This will explain our final position. At this stage, you will also receive a leaflet explaining your referral rights to the Financial Ombudsman Service. For more information please refer to If you are not satisfied

If you feel that we have not resolved the situation to your satisfaction, please contact the department that handled your concerns. Together, you can then agree on what to do next. If you are still dissatisfied, you can request a review from the Financial Ombudsman service.

They can be contacted by:


The Financial Ombudsman Service,
Exchange Tower
E14 9SR

Telephone: 0800 023 4567. Calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile telephone

Telephone: 0300 123 9123. Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs


Email: - Registered Office; 4 Spring Bridge Road, Ealing, London, United Kindom, W5 2AA. is NOT a direct lender and we a free to use loan matching service. We don't charge a fee, but there might be a charge from some lenders within our network. Emu is a trading style of William Ellis Sinclair. does not make lending or credit decisions, we are not a lender - as a broker we match customer's loan applications with lenders in our database depending on the information provided. William Ellis Sinclair is authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference number 618190 with registered address 26A Dunraven Place, Bridgend, CF31 1JD. Licensed by the Information Commissioners Office (registration number ZA033005)..