Last Reviewed: 4 March 2025

At Revoak Limited, delivering an excellent customer experience is our top priority. If you are dissatisfied with any aspect of our services, please follow our complaints procedure below. If your complaint relates to your lender, we advise you to contact them directly.

How to file a complaint

To submit a complaint, please provide a detailed description along with your contact information and send it to our Compliance Department via email:

Email: [email protected]

Alternatively, you may contact us by post or telephone:

Postal Address:
Revoak Limited
c/o Compliance Department
Suite A, Floor 2
Avalon,
26-32 Oxford Road,
Bournemouth,
BH8 8EZ

Telephone: 01202 122 280

Response time

• We aim to resolve complaints by the end of the next business day.
• If this is not possible, we will send you a written acknowledgment within two (2) working days, confirming that your complaint is being handled and providing a copy of our complaints procedure.
• If further investigation is required, we will keep you updated on our progress. Some complex cases may take longer to resolve.
• We will issue our final response within a maximum of eight (8) weeks from receiving your complaint. If we are unable to fully resolve your complaint, we will inform you of your options.

Financial Ombudsman Service (FOS)

If you are dissatisfied with our final response, you may refer your complaint to the Financial Ombudsman Service (FOS). You must contact them within six (6) months of receiving our final response.

• Website: http://www.financial-ombudsman.org.uk
• Complaint Form: FOS Help & Complaints
• Email: [email protected]
• Telephone:
  • 0800 023 4567 (free from mobiles and landlines)
  • 0300 123 9123 (costs the same as calls to 01 or 02 numbers)

Please ensure you are contacting the FOS regarding the correct party. Revoak Limited is a brokerage service and not a lender. We do not make credit decisions, issue loans, or engage in debt collection. If you need assistance identifying your lender, please contact us.

Financial Conduct Authority (FCA)

If you wish to escalate your complaint to our regulatory body, you can contact the Financial Conduct Authority (FCA):

• Telephone:
  • 0800 111 6768 (freephone)
  • 0300 500 8082

Representative APR

• Rates range from 12.9% APR to 1,721% APR
• Minimum loan term: 1 month
• Maximum loan term: 36 months

Representative Example:

Borrowing £1,000 over 18 months:

• 17 monthly repayments of £87.22 and a final repayment of £87.70
• Total amount repayable: £1,570.44
• Interest: £570.44
• Annual interest rate: 59.97% (fixed)
• Representative APR: 79.5% (variable)

For further information, please contact us at [email protected].

© 2025 Revoak Limited. All rights reserved. GreyLoan.co.uk is a trading name of Revoak Limited.