Apply4Loan
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Complaints Policy

Apply4Loan (a trading name of Ruby Holdings Ltd, FRN: 763879) is committed to resolving complaints fairly, consistently and promptly in line with FCA requirements.

Last updated: May 2026

Financial Ombudsman Service

If we cannot resolve your complaint within 8 weeks, you have the right to refer it to the Financial Ombudsman Service (FOS) free of charge.

You must refer your complaint within 6 months of receiving our final response.

Our Complaints Process

01

You contact us

Email hello@apply4loan.co.uk or write to us at our registered address with full details of your complaint.

02

Acknowledgement within 5 business days

We confirm receipt in writing, assign a reference number and tell you who is handling your complaint.

03

Investigation

We investigate thoroughly and impartially. We may contact you for further information.

04

Final response within 8 weeks

We send you a written final response — either upholding or explaining why we cannot uphold your complaint.

1. Our Commitment to You

Apply4Loan (a trading name of Ruby Holdings Ltd) is committed to providing a high standard of service to all our customers. We take all complaints seriously and aim to resolve them fairly, consistently and promptly in accordance with the Financial Conduct Authority's (FCA) Dispute Resolution rules (DISP). If something goes wrong, we want to know so we can put it right and improve our service.

2. What Is a Complaint?

Under FCA rules (DISP 2.3), a complaint is any oral or written expression of dissatisfaction, whether justified or not, from or on behalf of an eligible complainant about the provision of, or failure to provide, a financial service or a financial product. A complaint does not include: • A general enquiry about our service • A request for information • A query about a specific loan term that has not caused you loss If you are unsure whether your concern constitutes a formal complaint, please contact us and we will advise you.

3. Who Can Complain?

You are eligible to make a complaint if you are a: • Consumer (an individual acting outside their business capacity) • Micro-enterprise (a business with fewer than 10 employees and an annual turnover of less than €2 million) • Small charity (with annual income of less than £1 million) • Small trust (with a net asset value of less than £1 million) If you are not sure whether you are an eligible complainant, please contact us and we will advise you.

4. How to Make a Complaint

You can make a complaint by: Email: hello@apply4loan.co.uk Post: Complaints Department Ruby Holdings Ltd Suite 3, 2nd Floor, Didsbury House 748–754 Wilmslow Road Manchester, M20 2DW Phone: Please see our Contact Us page for current telephone details. To help us investigate your complaint promptly, please include: • Your full name and contact details • A clear description of your complaint • The outcome you are seeking • Any relevant reference numbers, dates or supporting documentation

5. How We Will Handle Your Complaint

Once we receive your complaint, we will: Step 1 — Acknowledgement We will send you a written acknowledgement within 5 business days of receiving your complaint. This will confirm who is handling your complaint and provide a reference number. Step 2 — Investigation We will investigate your complaint thoroughly and impartially. We may contact you to gather further information. We aim to resolve complaints as quickly as possible. Step 3 — Final Response We will aim to send you our final response within 8 weeks of receiving your complaint. Our final response will either: • Uphold your complaint in full or in part, explaining the reasons and any remedy offered; or • Explain why we do not uphold your complaint, setting out our reasoning If we cannot complete our investigation within 8 weeks, we will write to you explaining why and advise you of your right to escalate to the Financial Ombudsman Service.

6. Escalating Your Complaint to the Financial Ombudsman Service

If you are not satisfied with our final response, or if we have not responded within 8 weeks, you have the right to refer your complaint to the Financial Ombudsman Service (FOS) — free of charge. The FOS is an independent body established by Parliament to settle disputes between financial businesses and their customers. Financial Ombudsman Service Exchange Tower London, E14 9SR Website: www.financial-ombudsman.org.uk Free phone: 0800 023 4567 (free from most UK landlines and mobiles) Standard rate: 0300 123 9123 You must refer your complaint to the FOS within 6 months of receiving our final response. Referral to the FOS does not affect any legal rights you may have.

7. Alternative Dispute Resolution (ADR)

In addition to the FOS, the European Commission provides an Online Dispute Resolution (ODR) platform for resolving disputes arising from online contracts. You can access this at: ec.europa.eu/consumers/odr However, we are not obliged to participate in alternative dispute resolution schemes other than through the FOS.

8. Monitoring and Reporting

We monitor all complaints received to identify patterns, root causes and areas for improvement. We report complaints data to the FCA twice yearly in accordance with DISP 1.10. We use complaints as an opportunity to improve our services and prevent similar issues arising in future — this is a key part of our Consumer Duty obligations.

9. Complaint Records and Data Protection

Personal data collected during the complaints process is handled in accordance with our Privacy Policy and the UK GDPR / Data Protection Act 2018. Complaint records are retained for a minimum of 3 years from the date of resolution, in line with FCA record-keeping requirements. To request access to your complaint records, contact: hello@apply4loan.co.uk

10. Regulatory Information

Apply4Loan is a trading name of Ruby Holdings Ltd, which is authorised and regulated by the Financial Conduct Authority (FRN: 763879). As a regulated firm, we are required to handle complaints in accordance with the FCA's DISP rules. If you believe Ruby Holdings Ltd has breached FCA rules, you may also report this directly to the FCA at: www.fca.org.uk/consumers/problem-firm or 0800 111 6768.

Apply4Loan is a trading name of Ruby Holdings Ltd (Co. No. 09496123), authorised and regulated by the Financial Conduct Authority (FRN: 763879). Registered office: Suite 3, 2nd Floor, Didsbury House, 748–754 Wilmslow Road, Manchester, M20 2DW. Complaints handled in accordance with FCA DISP rules.

THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT.

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

Apply4Loan is a credit broker and introducer, not a lender. We introduce customers to selected third-party providers of secured homeowner loans. Checking your eligibility with us will not affect your credit score. If you choose to proceed, a lender or broker partner may later carry out a hard credit search.

Apply4Loan
apply4loan.co.uk

Apply4loan is a trading style of Ruby Holdings Ltd, which is Authorised and Regulated by the Financial Conduct Authority.


Ruby Holdings Ltd
Suite 3, 2nd Floor, Didsbury House
748–754 Wilmslow Road, Manchester, M20 2DW
Registered in England & Wales


FCA Reference No: 763879
Company Registration No: 09496123
ICO Data Protection Reg: ZA130896

No fee for our service: There is no fee for making an enquiry with Apply4Loan. If you proceed with a brokered loan through one of our partners, broker and lender fees may apply. We will explain clearly who charges any fee, when it becomes payable, and whether any refund rights apply before you proceed.

Commission disclosure: Apply4Loan may receive a fee or commission from lender and broker partners when we introduce you to them. This fee does not affect the rate or terms offered to you. All fees charged by our partners will be explained in writing prior to the commencement of any loan.

Broker fees: A broker fee of up to 12.5% of the loan amount borrowed, capped at £4,950, may be payable on completion. Lender fees may also apply. The actual APRC available will depend on your individual circumstances. Loans and remortgages are subject to status. Please ask for a personalised illustration. Loans are secured on property. Fees will only be payable where further services from our partner are requested and, depending on the solution, costs may vary.

When we introduce you to a partner, please be aware you are subject to their terms, conditions, and privacy policy.

Consent: By submitting an enquiry, you confirm that you have consented to being contacted by Apply4Loan (a trading name of Ruby Holdings Ltd, which is Authorised and Regulated by the Financial Conduct Authority) and/or our partners. We may contact you by post, phone, WhatsApp, and email. You can OPT OUT at any time by informing us or our partners directly. Please refer to our Privacy Policy for a list of partners and their contact details.

All information and services provided by Ruby Holdings Ltd are free of charge.

© 2026 Apply4Loan. A trading name of Ruby Holdings Ltd.

which is Authorised and Regulated by the Financial Conduct Authority. Registered in England & Wales.

FCA FRN: 763879Co. No: 09496123ICO: ZA130896

THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT.

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

Apply4Loan is a credit broker and introducer, not a lender. Apply4Loan is a trading name of Ruby Holdings Ltd. We introduce customers to selected third-party providers of secured homeowner loans. Checking your eligibility with us will not affect your credit score. If you choose to proceed, a lender or broker partner may later carry out a hard credit search.

Apply4Loan.co.uk
Secured Homeowner Loans

Apply4Loan is a trading name of Ruby Holdings Ltd, which is Authorised and Regulated by the Financial Conduct Authority.


Ruby Holdings Ltd
Suite 3, 2nd Floor, Didsbury House
748–754 Wilmslow Road, Manchester, M20 2DW
Registered in England & Wales


FCA Reference No: 763879
Company Registration No: 09496123
ICO Data Protection Reg: ZA130896

No fee for our service: There is no fee for making an enquiry with Apply4Loan. If you proceed with a brokered loan through one of our partners, broker and lender fees may apply. We will clearly explain who charges any fee, when it becomes payable, and whether any refund rights apply before you proceed.

Commission disclosure: Apply4Loan (a trading name of Ruby Holdings Ltd) may receive a fee or commission from lender and broker partners when we introduce you to them. This fee does not affect the rate or terms offered to you. The existence and nature of any commission arrangement that may affect our impartiality will be disclosed before you proceed.

Broker fees: A broker fee of up to 12.5% of the loan amount borrowed, capped at £4,950, may be payable on completion. Lender fees may also apply. The actual APRC available will depend on your individual circumstances. Loans and remortgages are subject to status. Please ask for a personalised illustration. Loans are secured on property. Fees will only be payable where further services from our partner are requested.

Refund rights: Under Section 155 of the Consumer Credit Act 1974, you are entitled to a refund of any brokerage fee (less £5) if a credit agreement is not entered into within six months of an introduction to a source of credit.

When we introduce you to a partner, please be aware you are subject to their terms, conditions and privacy policy. We will make you aware of this before any introduction takes place.

Consent: By submitting an enquiry, you confirm that you have consented to being contacted by Apply4Loan (a trading name of Ruby Holdings Ltd) and/or our partners. We may contact you by post, phone, WhatsApp and email. You can opt out at any time by informing us or our partners directly. Please refer to our Privacy Policy for a list of partners and their contact details.

All information and services provided by Ruby Holdings Ltd are free of charge.

© 2026 Apply4Loan. A trading name of Ruby Holdings Ltd.

Authorised and regulated by the Financial Conduct Authority. Registered in England & Wales.

FCA FRN: 763879Co. No: 09496123ICO: ZA130896