Customer Service Department Yes Loans Ltd Tintern House William Brown Close Llantarnam Park Cwmbran NP44 3AB Dear Sir/madam Ref: [protected] I am writing with complaint to the treatment I received from Yes Loans. Take note of the following: 1. I was charged a fee of £69.50 for the service of a finance broker, to which I did not even complete an application. 2. The staff at Yes Loans Ltd are not only unprofessional but extremely rude & unhelpful. On 18th May 2011 at approx 12:50pm Michael from Yes Loans Ltd called me on my mobile to ask if I would be interested in applying for a loan. I agreed but said I didn’t have much time & was assured it wouldn’t take long. After taking a few details Michael asked for my debit card details to check against the credit reference database. I gave the details to him and was assured no money would be taken from my card. Michael then told me congratulations you have been approved for a loan of £10, 000 & he would put me through to Customer care team to complete the application. I was put through to Gaby from Customer Care at approx 1:05pm, she proceeded with the loan application & informed me that it would look better on my credit reference if Yes Loans loaned me £200 to start with instead of the full £10, 000 to prove that I am good at paying back loans. I did not like this idea as I have never heard of this procedure and it was at this point I said I do not wish to continue, I also asked Gaby is this general practice of all loan companies, to which her attitude changed and became very rude and said I can’t speak for any other company. I double checked with Gaby that no money would be coming off my card & that all my details would be deleted, she said no money would be taken of the card but she couldn’t delete the details. I asked to speak to a manger as I didn’t appreciate her aggressive behaviour, she told me that there were none available to speak to me. I would advise that you listen to the telephone conversation as proof of how rude & incompetent your staff are. Customer Care team is a great misrepresentation of your staff. On 21st May 2011, I checked my bank account and noticed that Yes Loans had taken out £69.50 on 20th May 2011 even though I was assured by staff no money would be taken. I rang Yes Loans and spoke to Eric. I explained the way I had been treated by Yes Loans & told him no money should have left my account due to no application even being completed. I asked Eric if I could speak to a manager, to which he replied there was no manager available to speak to me, I questioned why there was never any managers available, Eric then changed his attitude and became rude. He told me if I write a letter of complaint I would get my money back. Again I would advise that you listen to the telephone conversation as proof of how rude & incompetent your staff are. Customer Care team is a great misrepresentation of your staff I am disgusted with Yes Loans Ltd & the fraud you have committed but just taking money straight out of my account without consent. I have already complained to Watchdog & to Trading Standards about your unprofessional behaviour, if you do not respond to my complaint & refund my £69.50 within the 8 weeks, I will take this to Financial Ombudsman Service & will seek Legal advice. Yours sincerely