Complaints
Effective Date: 1st January, 2026
Last updated: 1st January, 2026
1. We Take Complaints Seriously
At Apply4Loan.co.uk (a trading name of Ruby Holding Ltd), we aim to provide a high-quality user experience. If something hasn’t met your expectations, we want to hear from you.
We treat all complaints fairly, promptly, and with transparency.
2. What Can You Complain About?
You can contact us if you have a complaint relating to:
The information or service provided on our website
How your personal data has been handled
Any concerns regarding your experience with our site, forms, or communications
A third-party firm we introduced you to (see Section 4)
3. How to Make a Complaint
You can submit your complaint by email or post:
Post:
Ruby Holdings Ltd
Suite 3, 2nd Floor, Didsbury House
748 – 754 Wilmslow Road
Manchester
M20 2DW
Email: hello@apply4loan.co.uk
Please include:
Your full name and contact details
A clear description of your complaint
Any reference numbers or dates if available
We aim to acknowledge your complaint within 2 working days and provide a full response within 10 working days.
4. Complaints About Third-Party Providers
If your complaint relates to a financial product, advice, or communication from a third-party provider, please raise it with them directly. We do not control the actions or services of these companies.
We will assist you where possible by providing:
The name of the firm we introduced you to
Their contact details
The date your enquiry was shared
5. Data Protection Complaints
If your complaint relates to how we collect, store, or use your personal data, you can also contact:
Information Commissioner’s Office (ICO)
Website: https://ico.org.uk
Phone: 0303 123 1113
We encourage you to contact us first so we can try to resolve your concerns directly.
6. Our Complaints Procedure
We aim to handle your complaint reasonably, consistently, and quickly. To do this, it will help if you provide as much information as possible and detail how you would like us to resolve the problem. If we uphold your complaint, we will apologise and explain what happened. We will take the necessary steps to prevent the problem from re-occurring wherever possible.
We will acknowledge receipt of the complaint within five working days. We will provide you with our final response to your complaint within eight weeks.
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel:0300 123 9 123 or 0800 023 4567
They are available between 8 am to 8 pm Monday to Friday and from 9 am to 1 pm on Saturdays.
Email: complaint.info@financial-ombudsman.org.uk
Visit: www.financial-ombudsman.org.uk/consumer/complaints.htm
COMPLAINTS INVESTIGATION
Our director conducts our complaints handling.
Upon receiving the complaint, we will investigate the matter on the customer’s behalf. If we cannot resolve the customer’s complaint by the end of the next working day following receipt, we will write to the customer (typically via email) within five working days of receipt and inform the customer of the timeframe for our final response.
We will review all necessary documentation and information to thoroughly investigate the complaint. Most of our customers’ concerns can be resolved quickly, but more detailed enquiries are occasionally needed. Sometimes, we may require customers to provide us with further information.
Once we have investigated their issues and concerns, we will provide a written response to confirm our findings and the proposed resolution. The Director dealing with the complaint will always be responsible for investigating complaints. Input will be sought from other employees where necessary.
We will retain a log of all complaints received and the outcome. A complaints file will be created for each complaint, referencing the record, containing all communication with complainants, the actions taken to investigate the complaint, the findings, and a copy of the final response to the complainant.
ROOT CAUSE ANALYSIS
Upon completing the investigation of a complaint, the complaint handler dealing with that complaint shall conduct a root cause analysis to ascertain the cause and the risk of that cause reoccurring. The complaint handler shall produce that report where the reason is compliance system or operational processes during the next management meeting.
TREND ANALYSIS
Each month our Director shall create and analyse a report detailing the number of complaints received, the resolution or otherwise of those complaints, and sufficient analysis to enable the company to understand the causes of those complaints, including any trends that may exist.
COMPLAINTS REGISTER
We will maintain a complaint register which will be the subject of periodic review. A lack of recorded complaints may indicate that staff do not recognise a complaint or have concerns that recording a complaint may reflect negatively upon themselves. Our management will make clear that complaints play a positive role in furthering us and may be seen as a valuable tool for future product or service development.
OMBUDSMAN
The Financial Ombudsman Service (FOS) is an independent service set up by parliament to intervene in disputes between customers and financial institutions when an agreement cannot be reached between them. It is a free service. As part of our complaint-handling service, we inform customers of their right to approach the FOS. The FOS request that a complaint must first be placed before the company they are unhappy with. The FOS will assist customers with that first approach.
We have up to eight weeks to deal with the complaint, after which, if the customer is still unhappy, they may contact the Financial Ombudsman Service, and we will provide details on how they can do so.
MONITORING
Together with the Complaints Handling Process and Procedure, we will maintain adequate records of all complaints and those submitted through the ombudsman.
We will conduct a root cause and trend analysis to enable us to understand the causes of those complaints, including any trends that may exist.
7. Changes to This Policy
We may update this Complaints Policy from time to time. The current version is always available on our website and is effective from the date shown above.