Complaints

We aim to provide an excellent service across all our digital styles.
However, if any element of our brokerage operation does not meet customer expectations, we take expressions of dissatisfaction very seriously and handle them with absolute transparency. Consumers may register a formal complaint through any of the following official channels:

  • In writing to: ADV FINANCE LTD t/a BroadSmile
    Bank Chambers
    St. Petersgate
    Stockport
    SK1 1AR
    United Kingdom
  • By email: complaints@advfinance.uk

How long will it take?

{companyName} manages all formal complaints strictly against the statutory timeframes established by the FCA

  • Prompt Acknowledgement: Your complaint will be acknowledged promptly in writing upon arrival
  • Initial Assessment: Our compliance division will execute an immediate investigation, reviewing background application logs and system routing data to establish root causes
  • The 8-Week Threshold: We aim to issue our Final Response Letter to the complainant as quickly as possible, and no later than 8 weeks from the date the complaint was originally registered
  • Delay Disclosures: If a complex technical investigation prevents us from issuing a definitive response within 8 weeks, we will contact the complainant in writing to explain the operational delay and provide a reliable estimated completion date. At this crossroad, consumers preserve the immediate legal right to pass their dispute to the Financial Ombudsman Service

Escalation to the Financial Ombudsman Service (FOS)

The Financial Ombudsman Service serves as an independent dispute resolution scheme designed to assist retail financial consumers. If you remain dissatisfied with our final outcome or if our 8-week investigation window has expired, you have the right to escalate the matter directly to the FOS.

To file a valid case with the FOS, you must submit your request within 6 months of the date printed on our Final Response Letter.
Their operational contact parameters are detailed below:

  • Postal Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • Free Telephone (Landline & Mobile): 0800 023 4567.
  • Alternative Telephone: 0300 123 9123 (Calls cost no more than standard 01 or 02 national numbers). If calling from outside the UK +44 207 964 0500
  • Email Communication: complaint.info@financial-ombudsman.org.uk
  • Consumer Website:< http://www.financial-ombudsman.org.uk

Continuous Improvement & Consumer Duty Tracking

In strict adherence to the Consumer Duty rules, ADV Finance Ltd does not handle complaints in isolation. All logged entries are systematically analyzed by our technical and compliance leads to execute root-cause diagnostics.
If a complaint pattern emerges, our automated pingtree routing mechanics, lender matching logic, and marketing paths are immediately audited and re-calibrated. This ensures we actively prevent recurring friction points, reduce consumer distress, and uphold fair-value delivery across our distribution networks.

All our services are free of charge with unlimited duration

Personal loan

A personal loans are typically offered with term lengths between one and seven years, and with borrowing levels up to £25,000.

Guarantor loan

A guarantor loan involves a third party agreeing pay off the loan completely in the event that the borrower defaults. Borrow up to £10,000

Short term loan

Unsecured loans allow consumers to borrow money for a brief time. They can be expensive and they won't be suitable for everyone. Borrow up to £1,000

49.9% APR Representative (Fixed)

Representative example: Amount of credit: £1200 for 18 months at £90.46 per month. Total amount repayable of £1628.28 Interest: £428.28. Interest rate: 49.9% pa (variable). 49.9% APR Representative (Fixed) APR rates range from 45.3% APR to 1575% APR. The rate is subject to change and the representative APR may not be the rate you'll receive. The rate you pay depends on your circumstances and loan amount, and may differ from the Representative APR.

Warning: Late repayment can cause you serious money problems. For help go to moneyhelper.org.uk

We want you to be sure this loan is right for you. So before you carry on, please only apply for a loan if you are confident that you are able to make the repayments on your due date and still manage your other outgoings. Missing repayments may have a negative effect on your credit rating and make it more difficult for you to obtain credit in the future.
IF YOU ARE THINKING OF CONSOLIDATING EXISTING BORROWING YOU SHOULD BE AWARE THAT YOU MAY BE EXTENDING THE TERMS OF THE DEBT AND INCREASING THE TOTAL AMOUNT YOU REPAY. A PAYDAY LOAN OFFERS A SHORT TERM FINANCIAL SOLUTION AND SHOULD NOT BE USED AS A LONG TERM SOLUTION.

How BroadSmile works?

All you need to do is enter your details into our intuitive form and we will scan for you our large panel of selected lenders and brokers who may be able to help.
Our application form takes less than 5 minutes and you should be able to get an decision.
There is no obligation, you can accept their offer, or you can choose to decline it. If the offer meets your needs, funds may be transferred to your bank account on the same day. Please make sure before accepting an offer that you read and agree to the terms of the offer.
BroadSmile is not a lender but is a licensed credit broker. We have a wide range of lenders available to look at your application. We will submit the information you provide to a direct lender and/or brokers providers. Upon loan approval, a direct lender may require further information from you which will be collected after we transfer you to their website or they may contact you via phone or email. Not all lending partners offer up to £10,000 loans, and not all applicants will be approved for their requested loan amounts. Loan repayment periods vary by lender also.
Please be aware: there is no charge to you for using our service but we may receive a commission or fee for providing your information to our panel of lenders and brokers.

Term of Repayment and APR

The loans offered through lending platform on this website have minimum repayment terms of 1 month and maximum repayment terms of 36 months and not all lending partners offer up to £10,000 loans, and not all applicants will be approved for their requested loan amounts. APR rates range from 45.3% APR to 1575% APR. The rate is subject to change and the representative APR may not be the rate you'll receive. The rate you pay depends on your circumstances and loan amount, and may differ from the Representative APR.

Collection process

We always recommend repaying on time but If you are struggling, or think there is a possibility that you will not be able to meet the agreed repayments, you must contact your money lender as soon as possible to avoid adverse action. They will inform you about their collection process and about any possibility to reschedule or otherwise restructure your loan repayments. BroadSmile does not engage in collection practices as lenders collect policies vary.

Late payment

Additional interest and/or charges may be applied to your account if your payment is not received on the agreed due date.
Your lender may want to re-assess your financial situation to understand if your late payment was a one off or likely to happen again. Lenders might look to alter your payment schedule if this could help prevent late payments from occurring again in the future. Lenders may also report late payments to Credit Reference Agencies, this could have a negative impact on your credit score and affect your ability to obtain credit again in the future.

Implications of Non-Payment

Additional interest and/or charges may be applied to your account if a payment is missed entirely.
Before you borrow money make sure you fully understand the interest rates, fees and the terms laid out in the loan agreement. If you cannot afford your agreed repayment(s), this may have a negative impact on your credit report and could affect your ability to borrow again in the future. We strongly recommend that you contact your lender in the first instance, they will need to be aware of your change in financial circumstances before they can present alternative methods of repayment to suit you. Collection processes can vary depending on your loan provider. If you do not contact your lender about your circumstances they may pass your account to a third-party collections agency, or attempt to take you to court for non-payment to register a County Court Judgment (CCJ) against you.

Renewals policy

If you wish to renew your loan, please discuss this with your lender in advance. Most lenders will charge the same rate of interest and fees for another month on the entire amount owed. In the event of non-payment, a loan renewal/extension could be automatic and further interest and/or charges may be added to your account.

Disclaimer: The proceeding is general advice only, and is not intended to address your specific financial situation. Please consider retaining independent financial counsel to discuss your individual needs.

Services

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BroadSmile

 



APR rates range from 45.3% APR to 1575% APR. The rate is subject to change and the representative APR may not be the rate you'll receive. The rate you pay depends on your circumstances and loan amount, and may differ from the Representative APR.

49.9% APR Representative (Fixed)
Representative example: Amount of credit: £1200 for 18 months at £90.46 per month. Total amount repayable of £1628.28 Interest: £428.28. Interest rate: 49.9% pa (variable). 49.9% APR Representative (Fixed) APR rates range from 45.3% APR to 1575% APR. The rate is subject to change and the representative APR may not be the rate you'll receive. The rate you pay depends on your circumstances and loan amount, and may differ from the Representative APR.

Warning: Late repayment can cause you serious money problems. For help go to moneyhelper.org.uk

*Your lender can initiate the transfer of funds into your account the same day after final approval of your loan subject to an assessment of affordability and creditworthiness. The time that it takes for cash to appear in your account will depend on your bank's policies and procedures.
**As a broker we will never ask for any fee, however, that you may be referred to a lender or a broker who charges a fee so you should check with them carefully.

The information contained within this website is subject to the UK regulatory regime and is therefore targeted at consumers based in the UK only. This site is available to UK Residents only aged 18 years and over.

IF YOU ARE THINKING OF CONSOLIDATING EXISTING BORROWING YOU SHOULD BE AWARE THAT YOU MAY BE EXTENDING THE TERMS OF THE DEBT AND INCREASING THE TOTAL AMOUNT YOU REPAY. A SHORT TERM LOAN OFFERS A ONLY A SHORT TERM FINANCIAL SOLUTION AND SHOULD NOT BE USED AS A LONG TERM SOLUTION.
IF YOU SECURE A FINANCE OPTION AGAINST YOUR HOME OR MOTOR VEHICLE, YOUR HOME OR MOTOR VEHICLE MAY BE REPOSSESSED IF YOU DO NOT MAINTAIN YOUR REPAYMENTS. THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME.

BroadSmile is a trading name of ADV FINANCE LTD and is not a lender but is a licensed credit broker, which introduces borrowers and lenders for the purposes of entering into loan agreements, we merely provide a FREE loan matching service to the clients. Loan terms, conditions and policies vary by lender and applicant qualifications. Late or missed loan payments may be subject to increased fees and interest rates. ADV FINANCE LTD is registered in England and Wales and is registered with company number 09830846 and has its trading address at Bank Chambers, St. Petersgate, Stockport, SK1 1AR, United Kingdom and its registered at Bank Chambers, St. Petersgate, Stockport, SK1 1AR, United Kingdom.

For any communication with our business please click here or write to us at ADV FINANCE LTD t/a BroadSmile, Bank Chambers, St. Petersgate, Stockport, SK1 1AR, United Kingdom. ADV FINANCE LTD is authorised and regulated by the Financial Conduct Authority with full permission number 726319 and with the Information Commissioner’s Office with registered number ZA183838

Auto Decisioning allows lenders to make a decision on your loan application without the need for human interaction, for more information please contact your lender or see their privacy policy.

Where we pass your details on to our panel of lenders free of charge for this service and we may receive a commission from our lenders. For more information on how we handle your data, please see our Privacy Policy