Putting our customers first since 1957...

Customer Service

StarLoans is a specialist lender of secured loans

We adhere to the following business principles:

Any advice given will always be in the best interests of the borrower, based on the information available, and must be appropriate to the borrower's needs and circumstances

Transparency in all dealings: full and early disclosure with explanation of:

1. terms and conditions

2. fees and charges which may be payable

No high-pressure selling. Time will be allowed for the applicant to:

1. understand the terms and conditions of the proposed credit agreement

2. reflect on the seriousness of the risk of taking out a loan secured on his/her home

3. obtain independent advice before signing

No irresponsible lending. All underwriting decisions will be subject to a proper assessment of the borrower's ability to repay without resort to the security

Actions taken in respect of arrears or default will be considered sympathetically and will be proportionate - repossession will only be used as a last resort

Any Fees will be reasonable and only cover our administration costs, as set out in the credit agreement

Customers will be made aware of the potential consequences of missing payments or under-paying

Customers will be clearly told of the early settlement process and any costs, including his/her right to repay part of the capital at any time, which will reduce the term of the loan or the monthly payment

If borrowers are experiencing difficulties, we will seek to agree affordable repayment schedules and will consider freezing interest charges

Borrowers who are experiencing difficulties will be directed to independent providers of free debt advice, such as Citizens Advice, National Debtline or the StepChange Debt Charity

We are authorised and regulated by the Financial Conduct Authority

StarLoans is authorised by the FCA (FRN 717793) and has permission to advise consumers on consumer credit and Second Charge Mortgages.