Customer Care and Assistance

Customer Care and Assistance

Last Updated: September 2024

Introduction

At T Dot UK Limited, we understand that managing finances can be a challenging and stressful task, especially when facing difficult life circumstances. As an FCA and ICO regulated credit broker, we are committed to providing a supportive and inclusive environment for all our consumers, particularly those who may find themselves in vulnerable situations. This policy outlines our dedication to ensuring fair treatment, transparency, and assistance to vulnerable consumers.

Understanding Vulnerability

We recognize that vulnerability can take many forms, and it is not always visible to others. It may arise from financial difficulties, health issues, life events, or other personal circumstances. We want to assure our consumers that we are empathetic to their needs and committed to providing the necessary support during their financial journey.

Our Role as a Broker

It is essential to understand that T Dot UK Limited is a broker, not a lender. Our primary function is to assist consumers in finding suitable loan options from our panel of FCA regulated lenders. By applying through our websites, we aim to match consumer applications with lenders who can offer appropriate financial solutions based on their individual needs and circumstances.

Consumer Protection and Regulatory Compliance

As a regulated credit broker, we ensure compliance with the relevant regulators. This ensures that all interactions with our consumers, particularly vulnerable ones, are handled with the utmost care and adhere to the highest standards of consumer protection.

Ensuring Fair Treatment and Transparency

We uphold the principles of Consumer Duty, ensuring that all our consumers are treated fairly, ethically, and transparently. We provide clear and easily understandable information about our services, including the terms and conditions, application process, how to opt-out and contact preferences.

Assistance for Vulnerable Consumers

We respect your privacy and understand the importance of personal choice.

If you prefer to prevent future applications from being submitted using your details, we are happy to accommodate your request for any period of time you specify.

If you consider yourself as a vulnerable consumer and wish to request a hold on any applications, we are here to assist you. Please reach out to us by sending an email to [email protected] and ask for us to put a hold on any applications. If you are comfortable, please tell us why you wish to be prevented from applying and we will do all we can to help.

Language

T Dot UK strives to ensure the information provided on our website is clear and easy to understand, if you need further assistance with understanding our service or wish to provide us feedback due to the language displayed on our website, please email us at [email protected].

If your primary language is not English, and you wish to translate the page, please follow the instructions below:

• Google Translate: You can use Google Translate to translate a webpage in your browser by following these steps:
  
1. Go to Google Translate
   
2. Click Websites at the top
   
3. Set the original language to Detect language
   
4. Enter the URL of the webpage in the Website field
   
5. Click Go
   
6. Click Translate


• You can also translate a webpage in Chrome by:
  
1. Opening the webpage you want to translate
   
2. Selecting Translate to the right of the address bar
   
3. Selecting your preferred language


• To translate a webpage in Safari on a Mac, you can do the following:
  
1. Go to the webpage you want to translate
   
2. If the webpage can be translated, the Translate button will appear in the Smart Search field
   
3. Click the Translate button and select a language


• You can also translate selected text in a webpage. To do this, you can:
  
1. Control-click the selected text
   
2. Choose Translate
   
3. Click Replace with Translation to replace the original text with the translation


• You can also enable or disable translation in Safari by installing the Translate extensions from the Safari Extensions Gallery

Further queries, clarifications or disclosures:

If you require further clarification or assistance when using our website or service, please do not hesitate to contact us and we can walk you through the process.

• Email: [email protected]
  
• Phone: 01202 122 280

Unfortunately, we are unable to process applications over the telephone, however we are more than happy to assist you in any way we can with your application submission.

Safeguarding Your Information

The protection of your personal and financial information is of the utmost importance to us. We maintain robust data protection and security measures to ensure that your information is always safeguarded, in compliance with relevant regulations.

For more information about how we obtain, use, and store your data, please see our Privacy Policy here: https://t.uk/b-privacy/

Listening to Your Feedback

We are committed to improving our services and support for vulnerable consumers. Your feedback is invaluable to us, and we encourage you to share your thoughts and experiences to help us enhance our practices further.

At T Dot UK Limited, we firmly believe that through this comprehensive vulnerable consumer policy, we can better serve and support all our consumers during challenging times. Our commitment is to empower you with the knowledge and assistance needed to make informed decisions and navigate your financial concerns with confidence. We are here for you every step of the way.

Application Outcomes

We understand that not every application may result in the outcome you were hoping for. To give every application the highest chance of approval, we partner with a wide range of lending providers who consider all types of credit histories and income sources. If you're concerned about the result of your application, please don't hesitate to reach out to us.

Other Support

We're committed to exploring alternative solutions or services that may better suit your needs. For more support, please see the list of available services and contact details below.

Organization	Area of Support	Website	Phone Number
Samaritans	Emotional support, suicide prevention	www.samaritans.org	116 123 (24-hour helpline)
Mind	Mental health and bereavement support	www.mind.org.uk	0300 123 3393
Alcoholics Anonymous (AA)	Alcohol addiction support	www.alcoholics-anonymous.org.uk	0800 9177 650
GamCare	Gambling addiction support	www.gamcare.org.uk	0808 8020 133
Carers UK	Support for carers	www.carersuk.org	0808 808 7777
Age UK	Support for elderly care	www.ageuk.org.uk	0800 678 1602
National Debtline	Free debt advice and support	www.nationaldebtline.org	0808 808 4000
Citizens Advice	Legal, financial, and personal support	www.citizensadvice.org.uk	0800 144 8848
Refuge	Domestic abuse support	www.refuge.org.uk	0808 2000 247
Women’s Aid	Domestic violence support	www.womensaid.org.uk	0808 2000 247
The National Domestic Abuse Helpline	Domestic abuse helpline	www.nationaldahelpline.org.uk	0808 2000 247
Relate	Relationship counseling and family support	www.relate.org.uk	0300 003 0396
Shelter	Housing and homelessness support	www.shelter.org.uk	0808 800 4444
Family Lives	Family support and advice	www.familylives.org.uk	0808 800 2222
British Dyslexia Association	Dyslexia support	www.bdadyslexia.org.uk	0333 405 4555
CALM (Campaign Against Living Miserably)	Suicide prevention and mental health	www.thecalmzone.net	0800 58 58 58
MoneyHelper	Financial education and money advice	www.moneyhelper.org.uk	0800 138 7777
Turn2Us	Financial hardship support	www.turn2us.org.uk	0808 802 2000
Scope	Disability equality and support	www.scope.org.uk	0808 800 3333
Macmillan Cancer Support	Cancer support	www.macmillan.org.uk	0808 808 0000
Crisis	Homelessness support	www.crisis.org.uk	0300 636 1967
UK Visas and Immigration (UKVI)	Immigration advice and services	www.gov.uk/contact-ukvi
Migrants’ Rights Network	Immigration and migrants' rights	www.migrantsrights.org.uk
NACRO	Rehabilitation support for ex-offenders	www.nacro.org.uk	0300 123 1999
Unlock	Support for people with criminal convictions	www.unlock.org.uk	01634 247350
Language Line Solutions	Translation and interpretation services	www.languageline.com	0800 169 2879
Mencap	Support for people with learning disabilities	www.mencap.org.uk	0808 808 1111
National Autistic Society	Support for people with autism	www.autism.org.uk	0808 800 4104
BILD (British Institute of Learning Disabilities)	Support for people with learning disabilities	www.bild.org.uk	0121 415 6960
PIP (Personal Independence Payment)	Financial support for people with disabilities	www.gov.uk/pip	0800 121 4433
Learn Direct	Adult education and skills development	www.learndirect.com	0800 101 901
National Literacy Trust	Support for literacy improvement	www.literacytrust.org.uk	020 7587 1842

Contact Us:

Email: [email protected]

Phone: 01202 122280

Postal Address:

T Dot UK Limited

Suite A, Floor 2, Avalon,

26-32 Oxford Road,

Bournemouth,

BH8 8EZ

We're here to assist you and address any questions you may have.