Eldens

ELDENS Limited (we) are committed to conducting all transactions with the highest level of integrity and transparency supporting our core values of excellence, honesty, ethical conduct and integrity.

We educate and train our staff members about our policies and regulatory expectations and promote a culture of everyday adherence to our core values of excellence, honesty, transparency, ethical conduct and integrity.

Have a complaint to Report? 

You can contact us to resolve your complaint via phone, email or web form.

We are committed to our clients and users of our app

We want you to be completely happy with the service we provide and are committed to listening to your feedback and resolving any issues wherever we can.

If you have a problem with ELDENS products or service, please tell us your concerns by contacting us via:

By telephone:  +44 020 7665 8307 (between 8am and 6pm Monday to Friday)

By email: contact@eldens.co.uk

By post: 29 Curzon Street, Mayfair London W1J 7TL

We endeavour to resolve complaints as quickly as possible. To help us do this, please provide the following:

• A description of your concern.

• How you would like us to put things right.

• Your name and address.

• A phone number and the best time to contact you, as we may need to contact you for further information.

• Any relevant loan numbers and reference.

What happens next
We endeavour to solve problems immediately; however more complex matters may take a little longer. If we need to review cases in detail, we’ll send you an acknowledgement letter or an email response within five working days. This will explain what will happen next and when you can expect to hear from us again. We will investigate and work with you to find a solution and send you our response again either via letter or email. If you feel our response hasn’t resolved things adequately, please tell us, as we appreciate the feedback and opportunities to put things right.

Unfortunately, some of the more complex complaints will take longer to resolve. If our investigation takes longer than 4 weeks, we will be in contact with an update on your complaint and when we hope to be able to conclude our investigation. 

We aim to provide our final response to your complaint within four weeks of us having received it, or on the rare occasions when it takes longer, we will provide you with an update and details of any escalation procedure. Our final response will contain a summary of our investigation and our decision.

However, if we are unable to send our final response within four weeks we will send a final response within eight weeks of receiving your complaint. 

What if you remain dissatisfied with ELDENS?

If you are either dissatisfied with Eldens final response or eight weeks have gone by since you told Eldens of the problem, and Eldens has not responded then you can ask the Financial Ombudsman Service to investigate it for you.

About the Financial Ombudsman Service

The Financial Ombudsman is a free, independent service that looks into disputes between financial businesses and their customers.

You can find out more or contact them directly using one of the links below. You have six months from the date of Eldens final response letter to refer your complaint to them.

Contact the Financial Ombudsman Service

• By post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

• By telephone: 0800 0 234 567 or 0300 123 9 123 (mobile)

• By email: info@financial-ombudsman.org.uk

• Online: financial-ombudsman.org.uk