Income & Expenditure Assessment Customer Survey

1. Promoter

The promoter of this survey and incentive is Oakbrook Finance Limited, trading as Oakbrook, whose registered office is at The Poynt North, 45 Wollaton Street, Nottingham, NG1 5FW (“Oakbrook”).

2. Purpose of the Survey

The purpose of this research is to gather customer feedback on experiences with Oakbrook’s digital Income & Expenditure assessment journey, to help improve our services and the support we provide to customers facing financial difficulty.

Participation in the survey is voluntary.

3. Eligibility

The survey is open to individuals who meet all of the following criteria:

  • Are UK residents aged 18 or over
  • Have received a direct email invitation from Oakbrook to express interest in participating

Employees of Oakbrook Loans Limited, its group companies, agents, or anyone professionally connected with this research are not eligible to participate.

4. How to Express Interest

To express interest in participating:

  • Eligible customers must complete the designated online form
  • The form must be submitted between 6th March, 2026 and 21st March, 2026

Submitting the form does not guarantee participation in the survey.

5. Selection of Participants

  • Participants will be selected from all eligible expressions of interest received, using a cohort-based selection approach to ensure appropriate representation across the three customer groups.
  • Selected participants will be contacted using their preferred communication method (phone, WhatsApp, or Microsoft Teams), as indicated in the form
  • Oakbrook reserves the right to ensure a balanced mix of participants across the three customer cohorts: customers who dropped off during the I&E journey, customers who completed the I&E but remained in arrears, and customers who completed the I&E and got back on track

6. Survey Format

  • The survey will take the form of a one-to-one conversation
  • The expected duration is 20-25 minutes
  • Calls may be conducted by phone, WhatsApp, or Microsoft Teams

With the participant’s consent, the calls will be recorded, and notes may be taken for research purposes.

7. Incentive

  • Participants who complete the survey will receive a £25 Amazon gift card
  • The gift card will be sent within 30 days of completion of the survey interview, using the contact details provided. Oakbrook is under no obligation to issue the gift card earlier than this timeframe or on a date requested by the participant.
  • The incentive is limited to one gift card per participant.
  • The gift card is non-transferable, and no cash alternative will be offered.
  • The incentive will only be issued where the participant completes the survey interview in full. Participants who do not attend, withdraw partway through, or are unable to complete the interview will not be eligible to receive the incentive.

8. Use of Feedback

By taking part in the survey, participants agree that:

  • Their feedback may be used by Oakbrook for internal research and service improvement
  • Anonymous or aggregated insights may be referenced in marketing, reporting, or product development

Any direct quotes used externally will be anonymised unless explicit permission is obtained.

9. Data Protection

All personal data provided will be processed in accordance with:

  • The UK General Data Protection Regulation (UK GDPR)
  • The Data Protection Act 2018
  • Oakbrook’s Privacy Policy

Personal data will be used solely for:

  • Administering the survey
  • Contacting selected participants
  • Issuing the incentive

Participants may withdraw from the survey at any time. Withdrawal before completing the survey will mean the incentive is not issued.

10. General

  • Oakbrook reserves the right to amend, suspend, or cancel the survey or these Terms and Conditions at any time where reasonably necessary.
  • Oakbrook’s decisions regarding participant selection and survey administration are final
  • These Terms and Conditions are governed by English law, and any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.