Complaints

Complaints Policy

It is important for us to know if you are experiencing any problems in using our websites or services as we
strive to provide the best service we can to our customers. Your complaints help us ensure we offer you the best service.

How do I make a complaint?

If you have a complaint, you may communicate your complaint to us in a number of ways:

By Email: customerservice@maxedupmedia.com

By Mail: Customer Service, Maxed Up Media Ltd, Adamson House, Towers Business Park, Wilmslow Road, MANCHESTER, M20 2YY

If you are making a complaint, it is important that you provide us with as much detail as possible.

Please include the best contact information to reach you, including phone number, as well as your full postal
address, email and your full name. We may need to ask you to verify your identity, and this will be done via
telephone or by letter.

What happens next?

As a Licensed Credit Broker, we are governed by the jurisdiction of the Financial Ombudsman Services (FOS) when
dealing with customer complaints. As a result of this, you can expect to have your complaint handled in the
following manner:

Upon receiving your complaint, we will send you a prompt written acknowledgment that we have received the
complaint.
We will do our best to resolve the complaint by the close of business the following day.
If we do not resolve your complaint by the close of business the following day, we will write to you within
3 days of this time elapsing. We will commence a thorough Management Investigation into the complaint raised
by you.
The FOS sets an 8-week period for companies to conduct a Management Investigation and provide final response
to the complainant. We will endeavour to keep in contact with you on a regular basis as we attempt to
resolve the matter and will make all efforts to resolve your complaint earlier.
Once the Investigation is complete, we will provide a Final Written Response that will include a summary and
our decision in the matter. We will also include a copy of the FOS’ explanatory booklet.

What if I am not happy with how complaints have been handled or resolved?

If, after we provide you with a Final Written Response, you are still dissatisfied with the outcome of our
investigation, you have the right to take your complaint to the Financial Ombudsman Service (FOS). 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
Harbour Exchange
London
E14 9SR

Telephone 080 0023 4567

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

Online Dispute Resolution (ODR)

You also can submit your complaint through the European Commission Online Dispute Resolution platform. Complaints submitted to the platform will be dealt with by approved alternative dispute resolution (ADR) providers such as the Financial Ombudsman Service.
The European Commission Online Dispute Resolution platform for complaints can be found here: http://ec.europa.eu/consumers/odr/

Pixieloans.co.uk is a trading style of Maxed Up Media Ltd. Company registered address: Maxed Up Media Ltd, Adamson House, Towers Business Park, Wilmslow Road, MANCHESTER, M20 2YY. (Company number 07162006). Maxed Up Media is an appointed representative of Serpable Ltd and regulated by the Financial Conduct Authority under reference 848096. (Serpable Ltd is authorised and regulated by the Financial Conduct Authority under reference number 799104)

* Loans can be paid into your bank account in less than one hour if the lender that has offered you a loan provides this service. In some instances, it can take up to 5 working days for a loan to be in your bank account. The lender will inform you when to expect the funds into your bank account.

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IF YOU ARE THINKING OF CONSOLIDATING EXISTING BORROWING YOU SHOULD BE AWARE THAT YOU MAY BE EXTENDING THE TERMS OF THE DEBT AND INCREASING THE TOTAL AMOUNT YOU REPAY.

Credit is available to 18 years and over. All loans are subject to status. A short-term, payday loan should be used for short-term financial needs only, not as a long-term financial solution. Never borrow an amount that cannot be repaid on your next pay period date. Missing repayments may have a negative effect on your credit rating and make it more difficult for you to obtain credit in the future.

The operator of this website is not a lender or short term loan provider and does not make loan or credit decisions. We are a credit broker, providing loan matching services and help connect consumers interested in obtaining short-term payday loans, installment loans, guarantor loans and secured loans in amounts between £100 and £5,000 with participating lenders or brokers in our network.

We do not charge you any fees to use our websites, services or products. Any commission received by us is paid by participating lenders or brokers if you choose one of their products or for referring you to them.

If you are matched with a participating lender or broker, you may be charged a fee directly by the participating lender or broker. Please be sure to read their terms and conditions before proceeding with any loan arrangement.

We work exclusively with a selected group of lenders and brokers to offer you a range of credit and loan products. We may receive a percentage of the loan amount as a commission from a loan provider or broker if you take out one of their products and/or we may receive a fee for introducing you to them.

You can request details of these commissions or fees, by emailing us. We will then provide you with the precise amount of the commission or fee or, where that amount is not known, the likely amount. Please note that the lender or broker we direct you to may not offer the cheapest loan that is available to meet your needs.