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Got Questions

If you have any questions about Loan Option and the service we offer, take a look at our FAQs. If you can't find the answer you're looking for, send us an email at the following address -

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At Loan Option, our customers should always expect the highest standards of service and care.


At Loan Option, our customers should always expect the highest standards of service and care throughout their experience with us, but we know that sometimes things don't always go as expected.

In the rare event that you are not happy with our service or feel that you have not been treated fairly, we want to hear from you straight away so we have the opportunity to make things right.

So that we can solve your complaint quickly and ensure that you speak to the right person, we have an internal complaints handling procedure, which is detailed below for you.


Let’s talk about it. Most issues can be handled directly by getting in touch with our trained Customer Service Team via the form on our Contact Page.

Alternatively you can email us on:

Our team is trained to help you with any problems you may have with our service and we find most issues can be resolved immediately.


If you have spoken to the customer service team and don’t feel that your issue has been addressed adequately, then we will escalate your complaint and you will receive a formal acknowledgement within 3 working days – we will always do our best to resolve your complaint as quickly as possible

If you feel as though your complaint should be treated as a formal complaint straight away, please email us at with the subject line “Formal Complaint” so we can make sure it is handled correctly, and as quickly as possible. You can also email us via the form on the contact page in the same way.

Please try to include as much information as possible at this stage to assist us in getting to the root of the problem quickly and to ensure we investigate everything for you.

The investigation will be handled by someone who was not involved in your original dealings with us.

We always aim to return a final response to you within 4 weeks of any complaint, however sometimes if a complaint is particularly complex, it may take longer to resolve so please bear with us. In the unlikely event that we require more time to complete the investigation, we will send you our final response no later than 8 weeks from when you first complained. If we can't complete our investigation in this time, we'll contact you to explain the delay and give you an indication of when to expect our response.


If you're not happy with our final resolution or we have taken longer than 8 weeks to investigate your complaint, you can refer your complaint to the Financial Ombudsman Service.

You must approach the Financial Ombudsman Service within six months of our Final Response to your complaint.

We’ll remind you of the time limit in our Final Response Letter.

Financial Ombudsman Service Contact Information:
Exchange Tower
E14 9SR

Phone number: 0300 1239 123
Email address:

If you have any questions regarding the Loan Option complaints policy or require further information, please get in touch.

Transparency Promiseclose


We are committed to treating customers fairly and as a result we have outlined our Transparency Promise below for all our customers to view.

Our Promise

We believe it is important for anyone who is using our website to have a clear and fair understanding of how the website works, what it’s limitations are and how it’s financed.

How products are selected

All of the products listed on our website come from our own research. We visit many different websites, search through telephone directories and seek out advertising looking for financial products to list on Loan Option.

Once we find a new product, we then set out to find as much about it as we possibly can. To do this, we read reviews on independent review websites, look at every aspect of the product's own website and also search for any news and interesting details about that product that we think our users might find informative.

We then maintain this information and keep it up to date with regular reviews of the products. We do everything we can to make sure only reputable, suitable products are presented to our customers on the website.

We also do everything we can to locate every available product, but we know we are not perfect so cannot promise a whole-of-market solution for our customers.

We are committed to treating customers fairly and as a result we have outlined our Transparency Promise below for all of our customers to view.

How products are presented

Loan Option enables you sort your results by whats most important to you, whether thats the cheapest product (based on annual percentage rate) or the quickest payout. This means you will see the results most suited to your needs as chosen by you.

How the site is financed

When we have added a new product to the website we will sometimes build a relationship with that product provider. Then, if you apply for the product or take out the product we will receive a commission. That’s where we get our revenue.


We promise to provide you with the best and cheapest offers we can find and will not promote a product more highly on our website to generate ourselves revenue.

We promise to write simple and clear terms and conditions so you can understand our service.

We promise to treat your personal data in a secure and appropriate way at all times.

We promise to respond as quickly as possible to any enquiries you have.

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