privacy policy

How Flex Credit Works

FlexCredit is easy to use. Use our short form to apply for up to £5,000 and you can choose to apply for 12 month loans or flexible loans up to 18 months. We have a panel of lenders and several loan options, based on just one application.

Mobile or Tablet? Check out our optimised site!

Our promise to you

We want you to be completely satisfied with our service and wish to help as much as possible. We will take feedback and aim to solve your issue as much as we can and soon as possible.

How to make a complaint?

If you wish a complaint, you may communicate your complaint as follows:

By Email: Complaints@moneygapgroup.com

By Phone: 080 8164 1244

By Post: Customer Complaints,
Money Gap Limited/FlexCredit,
14 Gray's Inn Rd
London, WC1X 8HN

If you are making a complaint, it is important that you provide us with as much detail as possible. We may need to ask you to verify your identity, and this will be done by telephone or by letter.

What information do we need?

To expedite your complaint we will need the following information from you:
  • Full name
  • Address
  • Day time telephone number preferrably mobile
  • Details of your complaint

Procedure & Response Times

  • Upon receiving your complaint, we will acknowledge your complaint and try to resolve it by the close of business the following day. In order to assist us deal with your complaint swiftly, it is best that you provide an email address and a daytime telephone number when making your complaint.
  • If we do not resolve your complaint by the close of business the following day, we will write to you within 5 days of this time elapsing. This initial letter will set out the following:
    a. the name and contact details of the individual dealing with your complaint,
    b. a summary of your complaint as we understand it, and
    c. a breakdown of the complaint procedure going forward
  • Upon sending the letter, we will commence a thorough investigation of the issue raised by your complaint. We will continue to communicate with you to make sure your complaint is being addressed. The Financial Ombudsman Service sets an 8 week period for Companies to conduct a Management Investigation and provide a final written response to the complainant. We will make all efforts to investigate your complaint sooner than this, but resolution depends on how complex your issue is. In most cases we are able to identify the issue and resolve it within a few days.
  • Upon completion of the investigation, a Final Written Response will be sent to you from FlexCredit/Money Gap Limited that will provide you with a summary of our investigation and our position in the matter. This will also include a copy of the Financial Ombudsman Services’ explanatory booklet. For more information please refer to www.financial-ombudsman.org.uk

What if your are not satisfied with the handling or resolution of your complaint?

If, after you have received our Final Response, you are still dissatisfied, you can request a review from the Financial Ombudsman Service. If you wish to refer this matter to the FOS, you must do so within six months of the date of the letter or you may lose the right to refer the complaint.

You may contact the FOS at:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0800 023 4567 - Normally free, charges may apply if calling from mobile phones.
Telephone: 0300 123 9123 - Normally charged at the same rate as 01 or 02 numbers for mobile phones.
Email:complaint.info@financial-ombudsman.org.uk

For further contact details of the Financial Ombudsman Service, please visit:

http://www.financial-ombudsman.org.uk/contact/index.html

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