Identify the recipient
Check the legal entity in your agreement. If an intermediary was involved, establish whether the complaint concerns its services or the agreement with the lender.
HELP WITH FINANCIAL MATTERS
Complaint — ViaSMS
How to prepare a complaint concerning ViaSMS? Check the recipient, documents and submission arrangements.
WHO SHOULD RECEIVE YOUR COMPLAINT
Check the appropriate recipient
Section 12 of the framework agreement describes complaints by post, telephone and email. Compare the details with the version applying to your agreement.
Compare the details with your agreement and subsequent correspondence, especially if the company servicing the agreement has changed.
Prepare your complaint in three steps
Describe the problem and your request
Give the agreement number, dates, amounts and requested outcome. Attach copies of the relevant documents.
Submit the letter and retain proof
Use a channel specified by the appropriate company. Keep the complaint, attachments and proof of receipt.
How long does a reply take?
calendar days
As a general rule for complaints to a financial institution: 30 days from receipt, or up to 60 days in a particularly complex case after explaining the delay.
working days
For payment services, such as card transaction processing: normally 15 working days, or up to 35 working days in a particularly complex case.
The deadline depends on the service and issue. Check the procedure applying to your agreement. Making a complaint does not automatically suspend repayment obligations.
YOUR LETTER
Prepare your complaint document
Complete the form below to generate a complaint document with your details, a description of the issue and the outcome you request. Review the preview, then download the letter in Word format and edit it if needed. Before sending, check the wording, recipient details and attachments.
Your entries remain in this browser tab and are not sent to the server. Download the DOCX document and send it to the recipient yourself.
Complaint document preview
FURTHER OPTIONS
Complaint did not resolve the issue?
After exhausting the complaint procedure, check whether the Financial Ombudsman can intervene. Free advice services can also help you prepare documents and understand your situation.