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COVID-19 Update: Dear customer, during this time of uncertainty, TFS Loans will not be taking new loan applications and have temporarily suspended all new lending.
If you currently have a loan with us and have been affected financially by the COVID-19 pandemic, please click here for ways in which we may be able to work with you during these difficult times.

FAQs for Borrowers

What if I am not satisfied with the service I have received and or wish to make a complaint?

If you have any issues or concerns you wish to raise , please follow the instructions on our complaints procedure leaflet. You can download the leaflet HERE.

For any products or services bought online, you have the right to refer any complaint to the Online Dispute Resolution or ODR. As we are a UK financial services business, the ODR will refer to the Financial Ombudsman Service, as the alternative dispute resolution body. The Financial Ombudsman Service will refer you back to our initial complains process, unless you’ve already filled out the relevant information.
If you decide to use the ODR platform, please include the following e-mail as our contact point (
), when filling in the online form.

You are welcome to contact us at any time to discuss your concerns. You can call us on 0203 476 7399 (Mon-Thurs 9am -6pm, Fri 9am – 5pm), or email

Visit our Contact Us page, for more ways to get in touch or submit your request online.

Loans are subject to status and affordability. Consolidating debts may increase the term and the total amount payable.

Before entering into any credit agreement please make sure you can afford the monthly repayments, we recommend that you seek independent advice if you are unsure of any of the terms of our agreement. There may be other taxes or costs, not paid through us or charged by us, that you have to pay in connection with the agreement.

Late repayments can cause you serious money problems. For help go to

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