Terms and Policies


While we try our hardest to ensure that you always receive excellent service from us, we understand that on rare occasions we might fall short of your expectations.

If you would like to make a formal complaint, please contact us with your concerns. You can email us or write to us: .

We will aim to answer your complaint as soon as possible but sometimes it could take a little longer to carry out our investigations; in these instances we will issue our final response within eight weeks from when your first complained to us.

If for any reason we are unable to conclude our investigation within this time or you are unhappy with our final response, you will be able to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service

Please be aware that the FOS will only deal with your complaint if you have contacted us first and given us the opportunity to put things right. If you want the FOS to consider your complaint, you must contact them within 6 months of the date of our final response.

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
E14 9SR
0300 1239 123 Consumer leaflet
Important Information

If you do not make your minimum repayment by the agreed upon due date, you may incur additional charges and penalties. If you are having problems paying, please call your credit provider. For other sources of assistance, call the Step Change Debt Charity on 0800 138 1111; or National Debtline on 0808 808 4000; or visit moneyadviceservice.org.uk; or visit your local Citizens Advice Bureau.

Loan approval: All loan offers are subject to lender final approval. Approval/transfer times vary by lender. Not all lenders may be able to transfer funds in 15 minutes. Approvals/transfers may take longer for applications processed outside normal working hours. If your bank does not support faster payments, it may take longer for funds to reach your account.

Credit checks: When assessing your eligibility for a loan, lenders will carry out a soft search; only you can see them on your credit report and they have no impact on your credit rating. If you accept a lender's loan offer, they will perform a hard credit search which will be visible to any company searching your credit report for 12 months.

Instant Lolly does not charge customers a fee for using its services, but it receives a small fee from lenders or other brokers following an introduction through this website.