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Frequently Asked Questions

For Customers

Question Answer

What has happened to Shelby Finance?

The Company entered into administration on 17 November 2023. As a result, Shelby Finance (trading as Dot Dot Loans) is no longer issuing any new loans.

Please continue to make payments against your outstanding loans in the usual way. The Customer Portal will continue to operate and we will continue to be in contact through SMS, mail and email when your loan repayments are due.

If you make payments directly to the Company by the way of debit card or otherwise, you should continue to make payments through your online account via the Customer Portal.

If regular payments are collected through a Continuous Payment Authority (“CPA”), or by direct debit or standing order, or by a debt management company, you do not need to take any specific action as a result of the administration, and your payments should continue as usual.

You will need to repay your loan as normal and should continue to make payments in the usual way, as not doing so is likely to impact your credit score and your ability to borrow. The Company will continue to update your credit file as usual.

What happens to my loan?

The administration does not impact any outstanding loan balances. Therefore, any payments due in respect of your outstanding loan balances should continue to be paid as normal.

What happens to my credit file?

Your credit file will be updated as usual depending on the repayment of your loan.

Can I access my current loan information or update my contact details?

Yes, the Customer Portal continues to be available for customers to access their account information, amend their contact details, make repayments or contact one of our team.

I have a query – Can I still contact the customer services team?

Yes, the customer service team continues to operate in the normal way and can assist you with your query. Contact details are provided below.

I am experiencing financial difficulty – what should I do?

If you are experiencing financial difficulties, are worried about how your situation may affect an existing loan, or you have any particular needs we should be aware of, please contact the customer service team. Contact details are provided below.

What happens if my loan is managed by a third party (i.e. insolvency, IVA or debt management company)?

The administration does not impact any balances outstanding and therefore, please continue to make payments to any third party who is managing the payment of your debt (i.e. a bankruptcy trustee, IVA or debt management companies) as usual.

What happens if my loan was previously purchased by Lantern Debt Recovery Services Limited (“Lantern”)?

If your loan was previously purchased by Lantern, please continue to liaise with Lantern in the usual way and pay any outstanding balances as usual. Any non-payment, will affect your credit score and affect your ability in the future to obtain finance. It is expected that Lantern will continue to update your credit file as usual.

Will Shelby Finance start lending again?

Shelby Finance will not be lending again in the foreseeable future.

Being alert to scams

Customers will not be approached by the FCA, Interpath Advisory or the Joint Administrators directly unless we are responding to your request.

Do not give details of any claim or any personal or bank account details to anyone who approaches you alleging that they work for the FCA, Interpath Advisory, the Joint Administrators or the Company, or otherwise. If you do require assistance or are unsure as to the validity of any correspondence you have received, please contact the customer service team on 0333 240 6215.

I made a complaint against Shelby Finance before it entered administration – what happens to my complaint?

Customers who have made a complaint against Shelby Finance prior to it entering into administration may have a claim against Shelby Finance and will be contacted by the Administrators in relation to their potential claim in due course. This includes customers awaiting a response to their complaint, customers who have received a ‘final response letter’ from Shelby Finance with an offer of redress but have not returned it, and customers who have taken their complaint to the FOS. The Administrators will determine a process for agreeing creditor claims and will then contact relevant customers (including those who have already made a complaint), explaining what they need to do next in order to progress their claim.

I have submitted/wish to submit a complaint to FOS.

The Joint Administrators have been in dialogue with the Financial Ombudsman to understand what impact the Administration has on any new complaints referred to the Financial Ombudsman during the Administration, and on any existing complaints that it may be dealing with.

Following the appointment of the Joint Administrators, it is our understanding that the Financial Ombudsman is unlikely to progress new or existing complaints against Shelby Finance further. Instead, all cases received by the Financial Ombudsman in relation to Shelby Finance will be dealt with by the Joint Administrators.

Whilst customers still have a right to refer a complaint to the Financial Ombudsman, it will now be the Joint Administrators who will determine whether a complaint should be upheld and whether a customer with an upheld complaint should be treated as an unsecured creditor in the Administration.

The Financial Ombudsman will therefore refer any complaints received against Shelby Finance to the Joint Administrators.

How can I make a complaint?

If you have already submitted a complaint, we will look to respond shortly. We aim to respond as quickly as possible and within 8 weeks from receipt.

If you are unhappy with any aspect of our service please get in contact with Shelby Finance in the normal way:

Via the website: https://www.dotdotloans.co.uk/contact

Via the Customer Portal - https://app.dotdotloans.co.uk/login?_ga=2.54666731.1981741771.1699875574-1669387382.1699524196

Via email: [email protected].

By telephone: 0333 240 6215
Mon – Fri: 09:00 – 17:30
Sat – Sun: Closed

In writing:
Dot Dot Loans
Building 1, The Phoenix Centre,
1 Colliers Way,
Nottingham,
NG8 6AT

Please note that the customer services team is experiencing a higher volume of enquiries than normal at this time.

For Creditors

Question Answer

I am a creditor of Shelby Finance – what should I do?

Shelby Finance entering administration means that it is insolvent and does not have sufficient assets to pay its debts in full. In an insolvency, all unsecured creditors receive an equal share of those funds which are remaining after the costs have been settled and both the secured and preferential creditor claims are paid in full. The remaining funds are distributed equally to all unsecured creditors with a valid claim, based upon the value of their claim.

The level of the dividend to creditors is set by the funds which remain available after asset realisations are complete, and the costs have been paid, together with the level of creditor claims we receive. The Joint Administrators have a statutory duty to treat all unsecured creditors equally.

However, at this stage it is uncertain whether there will be any return to unsecured creditors. Further information will be provided in due course should it be deemed likely that there are sufficient funds available to make a distribution to unsecured creditors.

You can submit a proof of debt for your claim by filling out the creditor claim form found at http://shelbyfinance.ia-insolv.com.

For All

Question Answer

Being alert to scams

Customers and creditors will not be approached by the FCA, Interpath Advisory or the Joint Administrators directly unless we are responding to your request.

Do not give details of any claim or any personal or bank account details to anyone who approaches you alleging that they work for the FCA, Interpath Advisory, the Joint Administrators or the Company, or otherwise. If you do require assistance or are unsure as to the validity of any correspondence you have received, please contact the customer service team on 0333 240 6215.

Where can I access further information?

Statutory notices, documents and periodic reporting updates will be provided on the Joint Administrators’ portal page: http://shelbyfinance.ia-insolv.com.

Future updates on the Administration will also be made available on this portal page in due course.