Accessibility policy

We hope you find our website easy to use however we understand you may experience some accessibility issues so here are some helpful tips that may make using our site easier.

Skipping content

Once you know your way around our website you may find it useful to skip the menus if you’re using screen-reading software.

Making web pages accessible using your browser

All browsers have certain common accessibility options such as using your keyboard to zoom in and out on a web page. We’ve put together a list of popular browsers and their different accessibility options:

  • Internet Explorer- their latest version’s accessibility features.
  • Firefox- their latest version’s accessibility extensions and features.
  • Chrome- their latest version’s accessibility extensions.
  • Safari- their latest version’s accessibility features.
Contact us using telephone or Typetalk

If you would like to contact us for any reason please call our Customer Service Department, details can be found on our Contact Us page.

If you have communication difficulties then you can get in touch with us through Typetalk and we can deal with your query through them, you can find their details below;

Textphone Users

  • To use TextDirect dial 18001 followed by the full number you wish to call
  • To contact the emergency services dial 18000
  • To use Relay Assist dial 0870 240 95 98
  • To use the text to text only service dial 180015 followed by the full number you wish to call
  • To contact Typetalk Customer Service Team dial 18001 0800 500 888
  • Fax: 0151 709 8119
  • Switchboard: 18001 0151 709 94 94
  • Email: helpline@rnid-typetalk.org.uk

Hearing Users

  • To use TextDirect dial 18002 followed by the full number you wish to call
  • To use Relay Assist dial 0870 240 51 52
  • To contact Typetalk Customer Service Team dial 0800 7311 888
  • Fax: 0151 702 0610
  • Switchboard: 0151 709 94 94
  • Email: helpline@rnid-typetalk.org.uk

Typetalk and TextDirect are available 24 hours a day, 365 days a year including Christmas Day, Boxing Day and New Year.

If you have any feedback or have any difficulty accessing this website, please let us know so we can put it right.

Staying safe online

The ease of online access gives you the freedom to manage your accounts anywhere, anytime, which can make life a lot easier, but it also means that you need to be aware of potential risks online and take steps to ensure you minimise any risks. We’ve highlighted some of the key areas below.

Username and Password

Passwords are your key online identifier and although we all moan about the sheer number of them we have to memorise, they do play a very important role in protecting your data and security. Any threat to your online existence can be substantially reduced by maximising the strength of your password and by using computer protection software.

The most common online security measure is the classic username and password combination. You will need these details to access your online bank account, shopping accounts such as Amazon or EBay and even social networks sites so it’s vital to make sure you have a strong password.

Here are some top tips:

  • Create a complex password by using upper and lower case letters, numbers and symbols
  • Make sure your password is long enough, 8 characters is usually the minimum but the longer the password the harder it is for criminals to break
  • Never use a password which could be easily guessed for example, partners name, pets’ name, birthdays, alphabetical or numerical sequences (abcd/1234) and never use the word password as the password!
  • Don't recycle passwords, for example Password1, Password2
  • Don't use the same password for different accounts
  • Never write your password down, send it by email or disclose it to anyone

Following these top tips will help keep your online information safe and secure however there are other clever ways online criminals can gain access to your data.

Computer Viruses

Computer viruses are small software programs that are specifically designed to do your computer harm. They can often go unnoticed for long periods of time as they work in the background corrupting your hard drive, stealing data and even spreading to other computers.

There are three main types of virus:

  • Worm – this virus exploits security vulnerabilities and spreads itself automatically to other computers through networks
  • Trojan – a self-replicating type of malware (malicious software), a seemingly harmless programme that hides malicious functions such as unauthorised access and data theft
  • Spyware – can create unwanted pop up’s, steal your personal details, log your keystrokes and take screen shots of the sites you visit
  • Computer viruses are often spread by email attachments, internet downloads, USB/CD/DVD devices and via illicit websites.

Top tips to avoid viruses:

  • Don't open any files attached from an unknown, suspicious or untrustworthy source
  • Don't open any files attached to an email unless you know what it is, even if it appears to come from someone you know as viruses can automatically replicate
  • Delete junk/chain emails, don’t forward or reply to them
  • Don't download files from strangers or illegitimate websites
  • Update your anti-virus software regularly
  • Back up your computer files regularly on an external storage device

Prevention is better than cure so make sure you keep your computer current with the latest updates and antivirus tools.

There is a wide range of antivirus software available to purchase on the high street and online. Free antivirus software and security packages are also available from some internet service providers, banks and the internet.

For more information about staying safe online: https://www.getsafeonline.org/protecting-yourself

Resolving your complaint

At besavvi loans we are committed to providing the best possible service to our customers. So if there’s something you‘re not happy with, let us know so we can put it right.

To contact us regarding a complaint, please visit our Contact us page which has all the information you need.

How long will it take to resolve a complaint?

If your complaint has not been resolved by close of business the day after we receive it, we will write to you, either to acknowledge receipt of your complaint, or to respond on the matters you have raised. We will do this within five working days of receiving your complaint.

Whilst your complaint is being investigated, you will receive regular updates on the progress of the investigation, both by telephone and in writing.

We will aim to resolve your complaint at the earliest opportunity. If we are unable to resolve it within eight weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution. At this point if you are unhappy with the progress, you may refer your complaint to the Financial Ombudsman Service.

If we can’t resolve your complaint, what can you do?

If you are not satisfied with our response to your complaint, you can refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of our final response letter to you.

Contact details:

Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
London,
E14 9SR

Telephone: 0300 123 9 123

E-mail: complaint.info@financial-ombudsman.org.uk

Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk