Complaints

We don’t like it when things go wrong and we’ll always do our very best to make sure we put them right again as quickly as possible. If you’re not happy with the service or the product we’ve provided it’s important that you let us know.

How to raise a complaint

You can raise a complaint using the following contact methods:

I Stock 1282203804

Email us

Click here to contact us for help and support.

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Call us

0208 080 6450 (Please note calls may be recorded for training and monitoring purposes)

Our complaints procedure

  • Where possible, we’ll attempt to resolve your complaint within three working days. If we’re able to do this we’ll send you a letter to confirm that your complaint has been resolved along with your rights to refer the matter to the Financial Ombudsman Service should you remain dissatisfied.
  • If we’re unable to resolve your complaint within three working days, we’ll write to you promptly to let you know that we’ve received your complaint and let you know when you can expect a full response.
  • We’ll attempt to conclude our investigation and write to you with our full response as quickly as possible. Depending on the nature of your complaint, we may not be able to resolve it as quickly as we’d like to; if this is the case, we’ll keep you updated on our progress.
  • We’ll issue a full response to your complaint within 8 weeks from the date we received your complaint. The response will either:
    • Accept the complaint and, where appropriate, offer redress or remedial action; or
    • Offer redress or remedial action without accepting the complaint; or
    • Reject the complaint and give reasons for doing so.
  • If we’re unable to provide our full response at this stage, we’ll write to you to explain why and to inform you of when we expect to be able to do so.
  • You have the right to refer your complaint to the Financial Ombudsman Service free of charge, within 6 months of receiving our final response if you’re dissatisfied with the outcome, or if we’ve not issued a final response within 8 weeks of you raising a complaint. Contact details for the Financial Ombudsman Service can be found below:

    Financial Ombudsman Service
    Exchange Tower
    London
    E14 9SR
    Telephone: 0800 023 4546

    www.financial-ombudsman.org.uk
  • Please note that the Ombudsman might not be able to consider your complaint if:
    • what you're complaining about happened more than six years ago, and you're complaining more than three years after you realised (or should have realised) that there was a problem.
    • If you do not refer your complaint to the Ombudsman within six months of the date of the final response letter.
  • If the above criteria is not met, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. The very limited circumstances referred to include, where the Ombudsman believes that the delay was as a result of exceptional circumstances.
  • Whilst your complaint is investigated, we’ll be placing your account on hold until we’ve issued our final response; this means you will receive no collections contact from us during this time, nor will you incur any late payment charges while we investigate. Throughout this period, we recommend you maintain your monthly instalments.

Complaints data

Firm Name: Oakbrook Finance limited
Period Covered: 1st July 2021 to 31st December 2021
Trading Names Included: Likely Loans and Oakbrook Loans

Product/ServiceNumber of Complaints opened by volume of businessNumber of complaints openedNumber of complaints closed
Percentage upheld
Credit-related
23 complaints per 1000 active loans
2266
2272
20%


Firm Name: Oakbrook Finance limited
Period Covered: 1st January 2021 to 30th June 2021
Trading Names Included: Likely Loans

Product/ServiceNumber of Complaints opened by volume of businessNumber of complaints openedNumber of complaints closedPercentage upheld
Credit-related
24 complaints per 1000 active loans
2396270718%

Firm Name: Oakbrook Finance limited

Period Covered: 1st July 2020 to 31st December 2020
Trading Names Included: Likely Loans

Product/ServiceNumber of Complaints opened by volume of businessNumber of complaints openedNumber of complaints closedPercentage upheld
Credit-related16 complaints per 1000 active loans1635153531%

Firm Name: Oakbrook Finance limited
Period Covered: 1st January 2020 to 30th June 2020
Trading Names Included: Appro Loans and Likely Loans

Product/ServiceNumber of Complaints opened by volume of businessNumber of complaints openedNumber of complaints closedPercentage upheld
Credit-related
10 complaints per 1000 active loans
1623
1656
27%

Firm Name: Oakbrook Finance limited
Period Covered: 1st July 2019 to 31st December 2019
Trading Names Included: Appro Loans and Likely Loans

Product/ServiceNumber of Complaints opened by volume of businessNumber of complaints openedNumber of complaints closedPercentage upheld
Credit-related
10 complaints per 1000 active loans
1312

1440

25%

Firm Name: Oakbrook Finance limited
Period Covered: 1st January 2019 to 30th June 2019
Trading Names Included: Appro Loans and Likely Loans

Product/ServiceNumber of Complaints opened by volume of businessNumber of complaints openedNumber of complaints closedPercentage upheld
Credit-related
6 complaints per 1000 active loans

1269

909

30%

Firm Name: Oakbrook Finance limited
Period Covered: 1st July 2018 to 31st December 2018
Trading Names Included: Appro Loans and Likely Loans

Product/ServiceNumber of Complaints opened by volume of businessNumber of complaints openedNumber of complaints closedPercentage upheld
Credit-related
6 complaints per 1000 active loans

701

635

25%