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Complaints and borrower safety

  1. Complaints

    We pride ourselves on award-winning customer service, and delivering a customer experience for our borrowers that is smooth, simple and rewarding. However, if you feel that your experience with us has not met expectations for any reason, then please do get in touch and let us know. We take complaints handling very seriously; will give your complaint our full attention, and do everything we can to resolve it as quickly as possible.

    If you would like to view the detailed procedure and policy with respect to complaints handling, you can do so by clicking here.

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  2. Network security

    At Lending Works we focus much of our energy on providing reliable services which keep your data and identity secure; both physically, and, electronically. However, while we focus on maintaining robust systems, we also strongly advise our borrowers to be conscious about security at all times when surfing the web. To help your cause, we’ve provided five tips and best practices to keep your data secure.


    1. Choose complex passwords

    It’s often tempting for convenience to have the same password on multiple websites. However, we strongly advise against doing this, especially when it involves banking or personal finance. For example, if you used the same password for your email and Lending Works accounts and your email account were to be compromised, an attacker may also be able to access your Lending Works account.

    Our forms require you to follow certain rules when creating your password to ensure that it is harder to read or copy. Some of the permutations include using at least eight characters and having a minimum of one capital letter. But the more complex your password, the better. Incorporating a series of random characters will make life a whole lot tougher for any potential attackers.

    Here is a good example of a strong password: Ry2qM!h5.

    You should also change your passwords regularly – at least once or twice per year. If you believe your Lending Works password may have been compromised, please do get in touch with us right away. Also, you should avoid writing your login details down on paper. If you have trouble remembering your passwords, rather make use of one of the many reputable password manager tools on the web.


    2. Be wary of phishing scams

    Phishing involves obtaining information using fraudulent emails or websites, and is an increasingly common scam. Typically the email or site will operate under the guise of a legitimate company, and attempt to entice you into disclosing private account information or login details. To avoid falling foul to this, do not click on any links within the email. Rather go straight to the website in a separate tab or web browser to establish its legitimacy (you could also call the business to make sure), and then perform any necessary tasks from there.


    3. Keep your security protection updated

    These days the multitude of cyber threats include things like viruses, spyware and identity theft. Make sure that your computer is safe from all of them by installing, and consistently updating, some decent anti-virus software. It’s not a cost you should skimp on either, so best to ensure that the anti-virus software you use is well established within the industry. To supplement this, you should also regularly check that your firewall is enabled on your various devices.


    4. Keep your personal information and data safe

    If your anti-virus software is up to date, the most likely route for attackers to target you will be persuading you to willingly hand over personal information or data. Where possible, do not share your password or sensitive information over the phone; regardless of whether the source appears trustworthy.

    The same applies with emails, instant messaging and social networks too. Obviously they are a great way of communicating with friends and family, but over-sharing can provide easy access to your personal information. Furthermore, you should also take into account that your friends may not have the same levels of protection as you do, so be ultra-cautious if they ask you to share any sensitive information.


    5. Be careful with Wi-Fi networks

    Public wi-fi offered on trains, hotels and shopping centres is a great way of getting online if you can’t access 3G – or if you want to conserve your usage allowance! Sadly though, unprotected wi-fi networks are also a hotbed for hackers and fraudsters to access data stored on your network.

    Preventing any problems with this starts at home, and you can do this by making sure that your home router has a unique and complex password. It also goes without saying that you should never conduct any financial transactions on a network that you do not completely trust, nor should you share any private or sensitive information with anyone while logged onto it. 

    We hope the above will be helpful in the quest to guard against the pitfalls of engaging with life on the internet. But if you have any further questions about security, please do let us know and we’d be more than happy to assist you.

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  3. Borrower Terms and Conditions

    We tailor everything for our customers as much as possible, which is why we've created Terms and Conditions geared specifically for borrowers. This important document covers everything relating to your borrowing experience with us, and is updated on a regular basis. You can download this document in its entirety by clicking here, and then selecting the relevant PDF under the 'Personal Loans' section.

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