FAQs on short term loans and more

As responsible lenders, we restrict every customer's first loan or shopping voucher to £200 subject to affordability. Future increases in your credit limit depend on how well you repay your loan.

Home credit (also known as home collected credit) is a friendly, personal service, providing small loans with affordable repayments that are collected every week from customers' homes. The repayments are collected by a self-employed home credit agent, many of whom were previous customers, so they have personal experience of home collected credit and therefore understand customer's needs. Home collected credit agents do not receive commission based on how much they lend, but how much they collect - so it's not in their interest to lend more than customers can comfortably repay.

The whole idea of home credit is that customers feel in control of their credit, and are comfortably able to make the repayments.

Home collected credit is a sensible way to finance one-off or unexpected expenses. There are no hidden charges or late payment fees and the amount agreed with your agent will never increase. Pinewood Finance has been providing home collected credit to ordinary people for over 25 years and we have a reputation amongst our customers for a fair and trustworthy service.

When people talk about a 'doorstep loan' from Pinewood Finance they are referring to our home collected credit service. A 'doorstep loan' is actually a straightforward personal loan for £100 to £500, which is delivered by a local agent, literally to your doorstep. Loan repayments are also collected from your doorstep. Lenders rarely offer this level of personal, convenient service, but that's what our business is based on.

Pinewood Finance are a leading 'doorstep lender' for over 25 years with customers in the UK. It is our policy to be a responsible lender and help people stay in control of their credit - we lend only as much as we believe each customer can comfortably afford to repay.

You can apply for our loans without having to do a lot of complicated paperwork and you don't need to be a homeowner. Taking out a loan with Pinewood is a straightforward way of borrowing a small amount of money. We offer simple loans with straightforward fixed repayments and no hidden charges.

If you need fast cash loans, Pinewood Finance can take only minutes for approval in principle - and your cash could be delivered to your door within days. That's fast cash by anyone's standards. But providing fast cash doesn't mean we expect you to compromise. Our loans have no hidden charges and there's no catch. We're a trustworthy and transparent lender with a friendly approach.

All too often, when you get fast cash, loan companies expect you to settle for less in the way of service. But with Pinewood Finance, you can expect a high standard of service at all times. A friendly agent will collect your loan repayments every week at a time convenient to you and you'll have a payment book to make sure you always know exactly how much you owe. What's more, the amount owed will never go up. Every pound you repay will reduce the amount of your fast cash loan by a pound.

You will need proof of ID, proof of your address, plus proof of income. You will also be asked for your national insurance number.

You should contact your Agent to discuss your requirements. They will guide you through the process and advise you whether you are entitled to a rebate.

All information you share with us will be treated confidentially. We are bound by the Data Protection Act and we will only discuss details of your loan with you, not other family members or friends.

Pinewood Finance are committed to treating borrowers in default or arrears with understanding and due consideration. Whenever it is apparent that a customer is unable to pay to contract, we will always treat the customer with forbearance until their circumstances improve. A poor repayment history could affect your future credit. In order to qualify for a new or additional loan, you must have kept up regular payments on your existing or previous loan.

Customer Service Complaints Handling Procedure:

At Pinewood Finance we pride ourselves on our customer service and we fully observe the standards of 'Treating Customers Fairly' as set out by the Financial Conduct Authority.

If you, the customer, wish to make a complaint about any aspect of our service or actions, the first step would be to discuss the matter with your Agent, or contact us direct by letter, phone, email or text. If the complaint cannot be resolved immediately, it will be reviewed by a member of our management team. You will then be provided with the "Consumer Credit Association (CCA) Customer Complaints Procedure" leaflet. We will aim to get the complaint resolved for you within 10 working days.

If you are unhappy with the resolution offered, please contact our Customer Service again:

By letter: Pinewood Finance, 116 George Lane, London E18 1AD

By phone: 0208 530 4287

By email: pinewoodfinance@btconnect.com

Pinewood Finance always aims for complete customer satisfaction and will make every effort to resolve any issues raised. However, in the unlikely event that we are not able to put things right, then you can make a formal complaint to the CCA, who will fully investigate and keep you informed. If you have followed the above procedure and are still unhappy then you can refer it to the Financial Ombudsman Service, Exchange Tower, London E14 9SR.

The Financial Ombudsman Service is a free, impartial representative that settles complaints between individual customers and businesses, when a satisfactory outcome cannot be reached between the two. The customer must do this within 6 months of receiving the final response from the CCA.

For more information you can click on the link below:

http://www.financial-ombudsman.org.uk/consumer/complaints.htm