Loan.co.uk: most-reported complaints
Automated analysis of 316 public Trustpilot reviews published 2023-10-24 to 2026-09-02. TrustScore 4.9 from 3,220 total reviews — see the Trustpilot page. Quick answer: is Loan.co.uk legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, accounting for 49% of the 47 complaints identified across 316 reviews. Other frequent issues include excessive follow-up communication and difficulty reaching support staff, which together make up the remaining reported concerns. A smaller number of reviewers mention misleading pricing information regarding loan availability. While complaints about unhelpful support are rising, reports on other issues remain flat or are falling.
How to reach Loan.co.uk
These are the contact details Loan.co.uk publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0800 131 0280, email [email protected], address Loan.co.uk, Bourne Gardens, Office 9, Exeter Park Road, Bournemouth, BH2 5BD, GB.
The company claimed its Trustpilot profile on 2015-08-18, uses Trustpilot’s paid features, and last replied to a negative review on 2026-08-13. Trustpilot ranks it 34 of 86 in Mortgage Broker. We last checked this profile on 2026-09-24 and found 12 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 12 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Loan.co.uk”, “No reply by email from your personal loan.co.uk”, “Surprised to be refused loan by Your Personal Loan.co.uk”.
Elsewhere: 2.5★ on Google (8 reviews)
TrustScore over time
4.9 → 4.9 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (31%, 6.8d) · 2026-08-15 (40%, 4.5d) · 2026-08-18 (40%, 4.5d) · 2026-08-21 (40%, 4.5d) · 2026-08-24 (40%, 4.5d) · 2026-08-27 (40%, 4.5d) · 2026-08-30 (40%, 4.5d) · 2026-09-02 (40%, 4.5d) · 2026-09-08 (40%, 4.5d) · 2026-09-11 (40%, 4.5d) · 2026-09-15 (40%, 4.5d) · 2026-09-18 (40%, 4.5d) · 2026-09-21 (40%, 4.5d) · 2026-09-24 (40%, 4.5d).
Severity: 32% of this company’s 47 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (57 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 3 decisions naming this firm (too few to quote an upheld rate).
Covers decisions dated 2016-10-03 to 2021-06-30, by the acceptance-deadline date the Ombudsman publishes — not the date the complaint was decided.
Official published outcomes from the Financial Ombudsman Service, not our analysis. Uphold rates reflect the cases that reached the ombudsman, not all complaints. source.
What their policy promises
complaint process: one person
“you’ll deal with one person, who will stay in touch with you as they work hard to find a solution.”
complaint process: four weeks
“We aim to resolve your issue in four weeks, at which point we’ll send you a final response.”
complaint process: eight weeks
“If we can’t fix things in that time, we’ll send you an update instead, with a final response to follow after eight weeks instead.”
complaint process: further update
“If we can’t send you a final response in that timeframe, we’ll provide a further update and let you know when you can expect it.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 37 negative reviews that received a public reply, the median wait was 1.3 days — the company profile reports an average of 5 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 37 company replies to negative reviews analysed, 46% engaged with the specific problem and 19% were generic templates.
16% of its 290 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 49% of this company’s complaints vs a 28% median across 169 ranked companies in its sector.
Review velocity: 1,026 of this company’s 3,220 Trustpilot reviews (32%) were written in the last 12 months.
What are the most common complaints about Loan.co.uk?
Support unhelpful
23 reports · 49% of complaintsrising since 2025-10“we were, again, told that we had to ‘speak to someone’ to stop the application”
The company replied on 2025-02-10: “Thank you for sharing your feedback with us. We’re sorry to hear about your experience and want to assure you that we are actively looking into the matter. A member of our Management Team will be in…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“advisors are robotic and sound like they are reading off a script”
The company replied on 2024-04-26: “Hello Kayleigh, Thank you for taking the time to provide a review and feedback. I’m sorry to hear we were unable to help you find a solution to your financial needs this time. We are one of the UK’s…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“being told everything was ok, I was made to jump through multiple hoops”
The company replied on 2025-08-12: “Thank you for sharing your experience. We’re genuinely sorry that your journey with us was frustrating and didn’t meet the high standards we aim for. After reviewing your case, we can see how the…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Other
11 reports · 23% of complaintssteady“your follow up is beyond excessive and it is harassing”
The company replied on 2025-06-23: “Thank you for taking the time to share your feedback. We're genuinely sorry to hear that your experience didn't meet your expectations, and we'd like to address your concerns. Looking at your…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“They did a hard credit check straight away, which dropped my credit score”
1 reader marked this review helpful on Trustpilot.
“immediately I started to get unsolicited messages from lots of associated loan companies”
The company replied on 2024-01-08: “Thank you for the feedback. We are reviewing your case and the process immediately. Loan.co.uk does not condone unsolicited messages. A member of our team will be in contact to gain more information…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Support unreachable
8 reports · 17% of complaintssteady“They frequently failed to take or return calls, obfuscated requirements, and it took more than three months to arrange a loan”
The company replied on 2025-01-28: “Thank you for sharing your feedback with us. We’re sorry to hear about your experience, and we want you to know that we’re looking into the matter. A member of our team will be in touch with you…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I contacted Gareth, the broker I was dealing with last, to confirm, but I did not receive a response”
“didn’t get back to let me know that they couldn’t do anything because off affordability I had to ring to find out”
Misleading pricing
5 reports · 11% of complaintsfalling“It was worded like they’d found us a loan & it would be a quick process. Then it turned out they hadn’t secured a loan.”
The company replied on 2024-02-16: “Thank you for taking the time to leave us feedback. It's always appreciated and helps us to continually improve our service. We are sorry you felt the overall experience was confusing. We pride…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“The offer I get of them was.... ...wait for it... £250-£3000 @ Representative APR: 770%!”
The company replied on 2024-09-19: “Hi Peter, Thank you for taking the time to leave us feedback. It's always appreciated and helps us to continually improve our service. Unfortunately, we are unable to locate your enquiry in our…”
Our classifier read this reply as a template response.
“Then they added on their exorbitant fees.”
The company replied on 2025-03-24: “Thank you for your feedback. We were sorry to hear about your concerns, but we’re pleased that we were able to discuss your feedback and reach a resolution that you were happy with. As explained…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Overcharging
5 reports · 11% of complaintsrising since 2025-10“Despite constantly having to chase these people for updates and progress, they were still unable to meet the completion date they agreed.”
1 reader marked this review helpful on Trustpilot.
“I was given false information that had I not sought additional advice would of caused me to be worse off by £257 pcm”
“They will ask for figures then go off a credit score (meaning all the figures are wrong) they short change you on the direct debit!”
Compare Loan.co.uk with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.