Thank you for taking the time to provide us with this feedback.
It is the experience of all our customers that you were informed of the suggested APR of the requested loan after we had assessed your credit worthiness and ability to repay but before you signed the agreement. Interest rates are calculated by our application system based upon risk.
In all cases this process increases the chances of an applicant getting approved. A purely digital lender for example would take a look at an applicant’s credit score and make an automated decision, which could potentially mean getting turned down for something as simple as the credit referencing system not being able to locate a person at the provided address.
With our process, our offer is based on your unique circumstances, not just your credit file. Our representative APR is disclosed on the website but as you would expect this rate can be lesser for those with good credit or higher for those with a poorer credit profile It was that level of flexibility that put us in a position to assist you whereas otherwise we may not have been able to.
I am however sorry to hear that you found the initial handling of your application unprofessional, that is something we take to heart and will address with your local branch most certainly.
If you wish to discuss this particular issue with us in more detail please give us a call at Head Office on 0808 271 3157, meantime we hope the rest of your experience with us will be a much more positive one
Ben Head
