Feedback and complaints
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Reporting a scam
If you believe a loan application has been made in your name without your consent, please contact us immediately. You can call us on 020 3818 7470 or email us at thecrew@moneyboat.co.uk. We’re here to help 8am to 7pm Monday to Friday (excl. Bank Holidays). The sooner you get in touch, the sooner we can place the application on hold while we investigate. When you contact us, it helps to have to hand: Your full name and address Any reference emails or texts you've received Details of anything suspicious you've noticed (for example, a verification code sent to a phone number that isn't yours) Once you've reported it to us, we recommend you also take these steps: Report it to Action Fraud, the UK's national fraud reporting centre, at actionfraud.police.uk or on 0300 123 2040. Keep your crime reference number, as we may ask for it Check your credit report with Experian, Equifax, and TransUnion to look for any other applications or accounts you don't recognise Consider Cifas Protective Registration (cifas.org.uk). This places a flag against your name so that lenders carry out additional checks before approving any credit applications If you feel you've been affected emotionally by fraud, Victim Support (victimsupport.org.uk, 0808 168 9111) offers free and confidential help
- 2 min read
- Updated 20 days ago
If our name has appeared on your credit file (potentially as Evergreen Finance London Limited) and you didn't apply for a loan with us, please contact our team straight away. You can call us on 020 3818 7470 or email us at thecrew@moneyboat.co.uk. We’re here to help 8am to 7pm Monday to Friday (excl. Bank Holidays). Once you get in touch, we’ll confirm whether an application was made in your name and whether any loan was approved or paid out. The account will be restricted where possible while we investigate your claim. After you get in touch and we complete our checks, we'll confirm the outcome in writing via email. If we confirm the application was fraudulent, we’ll cancel it, remove any record of the loan from your name, and we’ll ask the credit reference agencies to remove the fraudulent search and any associated account entry, so your credit file accurately reflects that you did not make the application. You won’t be liable for any loan you didn't take out, and no collections activity will take place while we investigate. To help us find the application quickly, please have your full name, address, date of birth, and the date of the search shown on your credit report. If you have an Action Fraud crime reference number, please share it with us too, as it supports our investigation. We understand how distressing identity theft can be, and our team will do everything we can to resolve this quickly for you.
- 2 min read
- Updated 20 days ago
Please report any suspected fraud to us as soon as possible. You can call us on 020 3818 7470 or email us at thecrew@moneyboat.co.uk. We’re here to help 8am to 7pm Monday to Friday (excl. Bank Holidays). The sooner you get in touch, the sooner we can place the application on hold while we investigate. If you wish, you can also report fraud to Action Fraud (actionfraud.police.uk, 0300 123 2040). If a loan was taken out in your name If our investigation confirms you’ve been a victim of fraud, you won’t be liable for the debt or any repayments. Once our investigation confirms the fraud, we’ll cancel the loan, refund any repayments collected from your account, and correct your credit file. No collections activity will take place while we investigate. If repayments have been taken from your bank account We’ll refund any repayments collected for a fraudulent loan for a fraudulent loan opened in your name without your knowledge or authorisation. You can also cancel the continuous payment authority (CPA) at any time by contacting your bank. They must stop the payments once instructed. If you paid an upfront fee for a loan We’ll never ask you to pay a fee before receiving your loan. If someone claiming to be us has asked for an upfront fee, contact your bank immediately to try to recover the payment, report it to Action Fraud, and let us know so we can investigate the misuse of our name. If you were made to transfer money Contact your bank straight away. Under the UK's Authorised Push Payment reimbursement rules, most victims are entitled to be reimbursed by their bank if the scam is reported promptly. What to expect? After you submit a report of fraud, our Fraud Team will contact you within 3 working days outlining the next steps. Once they have an outcome, they’ll confirm it in writing via email. If you're unhappy with how your claim was handled, you can complain to us and then escalate free of charge to the Financial Ombudsman Service (0800 023 4567).
- 2 min read
- Updated 20 days ago
Complaints
We take complaints seriously. If you’d like to raise one, please visit our complaints procedure page here for more information.
- 1 min read
- Updated 22 days ago
When you apply for a loan with us, we carry out a hard credit search as part of our application review. This is a standard part of the lending process and is something you consent to when you submit your application. What a hard search is for A hard credit search allows us to view your full credit history so we can verify your identity, check if the loan is affordable for you, and make a responsible lending decision. It’s recorded on your credit file and is visible to other lenders. How it affects your credit score A single hard search typically has a small, temporary impact on your credit score. Its effect reduces over time, and it will be removed from your credit file automatically after 12 months. However, several hard searches in a short space of time can have a bigger impact, which is why we recommend spacing out credit applications where possible. You should only see one hard search per loan application. If you can see a search you don't recognise, or believe one has been recorded in error, please contact our team straight away. You can call us on 020 3818 7470 or email us at thecrew@moneyboat.co.uk. We’re here to help 8am to 7pm Monday to Friday (excl. Bank Holidays). If a search has been recorded incorrectly, we will ask the credit reference agencies to remove it from your file.
- 2 min read
- Updated 20 days ago
Your data and information sharing
You have the right to request a copy of the personal information we hold about you on file. This is called Data Subject Access Request (DSAR). To submit your request, please call us on 020 3818 7470 or email us at thecrew@moneyboat.co.uk. We’re here to help 8am to 7pm Monday to Friday (excl. Bank Holidays). This service is free of charge. Please note, we may ask for proof of identity first, to make sure your details never end up in the wrong hands. You'll receive a copy of your data within one calendar month of us receiving your requests and identity verification we need. Particularly large or complex requests can take longer, but we'll let you know if that's the case, and why, at the time of your request. If you're unhappy with how we've handled your request, you have the right to complain to the Information Commissioner's Office (ICO), the UK's independent regulator for data protection To find out more about your rights and information on the data we hold, please visit our Privacy Policy.
- 1 min read
- Updated 2 days ago
You have the right to ask us to delete your personal data. To make a deletion request, please call us on 020 3818 7470 or email us at thecrew@moneyboat.co.uk. We’re here to help 8am to 7pm Monday to Friday (excl. Bank Holidays). We'll always be upfront with you about what we can delete and when, though the law does ask us to keep certain records on board for a set time. If there's something we do need to keep, we'll explain why and let you know exactly when it can be removed. For example, the law requires us to keep your data on file for a set period of time. We’ll retain your personal data for no less than six years after your relationship with us ends (e.g. repay your loan). If your application for one of our products is declined or withdrawn, we’ll retain your personal data for a minimum of five years. Generally speaking, we can delete your information when: We no longer need it: It’s no longer necessary for the purpose which we originally collected or processed it for. You withdraw your consent. Some of our uses of your information rely on your permission. You can withdraw that permission whenever you like, and we will stop using your information for that purpose. You object to us using it: You object to our data processing, and we do not have an overriding, legitimate interest to continue. You'd rather not hear from us — You can unsubscribe from marketing whenever you like. After that, we will only be in touch about your account, such as payments and changes to your agreement. The data has been processed unlawfully: If we accidentally process your data and we are made aware, we will delete immediately. If we're unable to fulfil your deletion request in full, for example, because we're required to retain certain records for the periods described above, we'll explain why. If you're unhappy with our response, you have the right to complain to the Information Commissioner's Office (ICO), the UK's independent regulator for data protection. To find out more about your rights, please see the ‘Retention of your information’ section of our Privacy Policy.
- 2 min read
- Updated 2 days ago
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