If something goes wrong with your goods or service
I have a problem with my product or service I purchased with a Shawbrook loan. Should I contact Shawbrook or the supplier?
We are unable to deal with your complaint until it has been formally raised with your supplier. Please contact your supplier in the first instance.
If they are not able to resolve your complaint to your satisfaction, you can contact our customer services team for further assistance.
Loans taken after 13th December 2021
If you took your loan with us on or after 13th December 2021, please call us on 0333 003 0260.
You can also log in to your customer portal to contact us.
Please note, if you are contacting us about additional borrowing on your existing loan, we do not offer this. However, you may be eligible to apply for another loan with us. We are unable to carry out phone applications but you can apply via our website.
Our team is available:
Monday - Thursday: 8am-8pm
Friday: 8am-6pm
We're closed at weekends and public holidays.
Loans taken before 13th December 2021
If you took your loan with us before 13th December 2021, please call us on 0345 650 6290.
Please note, if you are contacting us about additional borrowing on your existing loan, we do not offer this. However, you may be eligible to apply for another loan with us. We are unable to carry out phone applications but you can apply via our website.
Our team is available:
Monday - Thursday: 8am-8pm
Friday: 8am-6pm
Saturday: 9am-2pm.
We're closed on Sundays and public holidays.
I want to make a complaint about the supplier and/or the product or service I purchased using a Shawbrook loan. How do I make a complaint?
In the first instance, you should contact your supplier to discuss your complaint. You should be able to find their contact details on your receipt or their company website.
If your complaint has not been resolved, you can contact our customer services teams to see how we can help.
Loans taken after 13th December 2021
If you took your loan with us on or after 13th December 2021, please call us on 0333 003 0260.
You can also log in to your customer portal to contact us.
Please note, if you are contacting us about additional borrowing on your existing loan, we do not offer this. However, you may be eligible to apply for another loan with us. We are unable to carry out phone applications but you can apply via our website.
Our team is available:
Monday - Thursday: 8am-8pm
Friday: 8am-6pm
We're closed at weekends and public holidays.
Loans taken before 13th December 2021
If you took your loan with us before 13th December 2021, please call us on 0345 650 6290.
Please note, if you are contacting us about additional borrowing on your existing loan, we do not offer this. However, you may be eligible to apply for another loan with us. We are unable to carry out phone applications but you can apply via our website.
Our team is available:
Monday - Thursday: 8am-8pm
Friday: 8am-6pm
Saturday: 9am-2pm.
We're closed on Sundays and public holidays.
You can also make a complaint by using our online complaints process. You can find out more about making a complaint on our dedicated complaints page.
Documents & information
You’ll find forms and other information here for our personal loans products.
About our personal loans products
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Contact us about a personal loan
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Our personal loans proposition
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Personal loans insights hub
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