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How to appeal a loan decision

If we decline your loan application, you have the right to appeal our decision and have it reviewed by a specialist in our team.

The following procedure is how you go about making an appeal.

  1. Confirmation of decision
    If we decline your loan application, we will tell you the reason for our decision in writing. Where applicable, we will also let you know of any alternative funding providers that might be suitable.*

    *Please note that we provide information on alternative funding sources for your convenience, and cannot indicate whether any subsequent application would be successful.
  2. Making an appeal
    If you are unhappy with our decision, you have the right to appeal. If you would like to appeal, please speak to your relationship manager in the first instance. They will ask you to provide the rationale for your appeal, and the details of any significant changes since your original application.

    If you decide to go ahead with your appeal, you should submit this within 30 days of the original decline notification.

  3. Acknowledgement
    Your relationship manager will acknowledge your appeal request, and let you know the timescales for reviewing your appeal.

  4. Review
    We will review the information you have provided and the rationale behind your appeal. In order to ensure an impartial view, the individual responsible for reviewing your appeal will not have been involved in the original decision.

  5. Appeal outcome
    If your appeal is upheld, your relationship manager will begin discussing the next steps towards progressing your application.

    If your appeal is not upheld, your relationship manager will provide the rationale for this decision in writing. They will continue to look for opportunities to work with you in the future if your situation changes.

Frequently Asked Questions

What is the difference between an appeal and a complaint?

An appeal is a request to review a declined loan application, whereas a complaint is an expression of dissatisfaction about the provision of, or failure to provide, a financial service.

Once the appeals process is complete and you have received our final decision, if you are still dissatisfied you can complain using our complaints procedure.

I made an enquiry about a loan, but my relationship manager suggests it may not be successful. What right to appeal do I have?

You can only make an appeal after the decline of a formal loan application. Our team will continue to work with you in the future if your circumstances change, or may direct you to alternative sources of funding that may be more suitable.*

*Please note that we provide information on alternative funding sources for your convenience, and cannot indicate whether any subsequent application would be successful.

Can I appeal the decision after 30 days of the original decline?

In these circumstances, the information you originally provided may now be out of date, so you should speak to your relationship manager about submitting a new application.

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