Complaints | Dot Dot Loans

Warning: Late repayment can cause you serious money problems. For help, go to moneyhelper.org.uk. Dot Dot Loans is a credit broker, not a lender.

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Complaints

We aim to give you a great service. If something goes wrong we want to know, so we can put it right. This page explains how to complain and what happens next.

Last updated 3 July 2026 PJG Financial Limited, FRN 919697
The key facts
We are a credit broker, not a lender
Loans from £100 to £5,000 over 3 to 36 months
Free to use, with a soft search first
Representative Example: £1,000 borrowed for 18 months. 17 monthly repayments at £87.22, final repayment of £87.70. Total amount repayable £1,570.44. Interest total £570.44. Annual interest rate 59.97% (fixed). Rates from 12.9% APR to 1721% APR. Minimum Term 3 months. Maximum Term 36 months. Representative APR 79.5% (Variable)

1. Our commitment

We are committed to treating you fairly. If our service has not met your expectations, please tell us. Every complaint is taken seriously and looked into by someone able to resolve it.

2. How to make a complaint

You can complain by email or in writing using the details on our Contact page. Please mark your message clearly as a complaint so we can prioritise it.

3. What to tell us

To help us look into things quickly, please tell us your name and contact details, what happened and when, what went wrong, and how you would like us to put it right.

4. How we handle your complaint

We will acknowledge your complaint promptly and look into it fairly. We may contact you if we need more information, and we will keep you updated while we work towards a resolution.

5. Our timescales

We aim to resolve complaints as quickly as we can. In line with FCA rules, we will send our final response within eight weeks. If we need longer, we will explain why and tell you when to expect our answer.

6. If you are still not happy

If you are unhappy with our final response, or if eight weeks have passed without one, you may be able to refer your complaint to the Financial Ombudsman Service. It is free and independent.

7. The Financial Ombudsman Service

The Financial Ombudsman Service offers a free, independent review. You usually have six months from the date of our final response to refer your complaint. You can reach them at financial-ombudsman.org.uk or by phone on 0800 023 4567.

8. Complaints about a lender

If your complaint is about a loan agreement or a decision made by a lender, it is usually best to raise it with that lender directly, as your agreement is with them. We are happy to point you in the right direction.

9. Contact us

To raise a complaint or ask about our process, use the details on our Contact page or write to PJG Financial Limited, FCA firm reference number 919697.

Dot Dot Loans is a trading name of PJG Financial Limited, authorised and regulated by the Financial Conduct Authority for credit broking. FCA reference number 919697. ICO registration ZB537016. Representative APR 79.5% (Variable).