Complaints Policy

At Monetise Media Limited, providing an exceptional customer experience is our top priority. If you would like to express your dissatisfaction with any of our services, please follow our complaints procedure below. If you have a complaint about your lender, please contact that lender directly.

How to file a complaint

Please provide a detailed description of your complaint along with your contact information to our Compliance department at: [email protected]

You may also direct your complaint to us by post or by telephone:

Monetise Media Limited
c/o T Dot UK Limited Compliance Department
Suite A, Floor 2, Avalon,
26-32 Oxford Road,
Bournemouth
BH8 8EZ

Telephone: 0120 212 2280

Response time

Upon receipt of your complaint, we will do our best to resolve it by the end of the next business day.

If we’re unable to do this, we will send you a prompt written acknowledgment of your complaint within three (3) working days and tell you who is handling it. In addition, we will provide you with a copy of our complaints handling procedure.

The complaint process might require an internal or external investigation, which may result in a longer resolution time. If we need to investigate your complaint further to respond fully, we will tell you and keep you regularly updated. Please note that complicated complaints might prompt a comprehensive investigation. We will send our final response as soon as possible, but in any case within eight weeks of receiving your complaint. We regret that not all complaints can be resolved to the satisfaction of the customer.

Financial Ombudsman Service

If you are unhappy with our response to your complaint, you may contact the Financial Ombudsman Service (FOS) for their consideration. The website for the FOS is http://www.financial-ombudsman.org.uk Please contact the Financial Ombudsman Service within six (6) months of receiving our final response.

Note: Please ensure that you are contacting the FOS with regard to the correct party. We are a brokerage service, and not a lender. We do not make credit decisions, issue loans or engage in collection activity. Please contact us if you have a question about the identity of your lender.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Email: [email protected]

Dispute Resolution

In addition to the options described above, you may also request a review on the European Online Dispute Resolution Platform, located at: http://ec.europa.eu/consumers/odr

Financial Conduct Authority

If you would like to make a complaint to our regulatory body, please use the details below:

08001116768 (freephone) or 0300 500 8082.



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cherryloan.co.uk is not a lender and does not make credit decisions. cherryloan.co.uk matches customer applications with lenders in our network based on the information provided, in exchange for a commission paid by the lender for advertising services provided. There is no guarantee that you will be accepted by a lender or that you will be offered terms suitable for your financial needs. Not all lenders will be able to provide amounts up to £5000. The time required to process and transfer the loan varies by the lender. This website does not directly endorse any particular product or service. Any information on this site should serve as opinion only. As a condition of extending credit, some lenders you may be matched with may run a credit check from a credit reference agency. Late or missed payments may be subject to increased fees and/or interest rates.

cherryloan.co.uk is a registered trading name of Monetise Media Limited, which is an Introducer Appointed Representative of T Dot UK Limited, registered under FRN 767119. T Dot UK Limited are authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference number: 688026. Monetise Media Limited is registered in England and Wales (Company number 07875484), with a registered office located at Unit J Williams Yard, Derby Road, Melbourne, Derby, DE73 8JR. Licensed by the Information Commissioner’s Office under registration number: ZA036277

*Not all lenders will be able to provide amounts up to £5000.

*Not all lenders pay out the same day.