Complaints procedure

  1. Contact

    f you want to make a complaint about the Loan Contract or Leap you can email with brief details of your complaint and your account reference. Leap will acknowledge your complaint within one business day. Leap will then investigate and send you an initial response. This should take no longer than three business days.

  2. Investigation

    We will keep you informed of our investigations and will aim to resolve the matter within four weeks of receiving your complaint.

  3. Decision

    If within eight weeks after receiving a complaint we are still not able to resolve the matter, we will send you a final response. If you don’t agree with our final response you may refer your complaint to the Financial Ombudsman Service, who can be contacted by telephone on 0800 023 4567 or at You also have the right to make a complaint directly to the Financial Ombudsman Service.

  4. Email Leap

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