How to Complain

Giving the chance to make it all right

At QuickBrands, we always want your experience with us to be straightforward, transparent and fair. We know that sometimes things don’t go as expected. If you feel let down or believe we could have handled something better, we want to hear about it. Complaints are not an inconvenience to us – they are an opportunity to put things right and improve the way we work.

This page sets out how you can make a complaint, what happens once you contact us, the timescales we follow, and what to do if you are not satisfied with the outcome.

Financial services can be complicated. Customers rely on our brands to provide accurate information and fair introductions to lenders. If something goes wrong – whether it’s confusion about how we presented information, dissatisfaction with the service you received, or a technical issue on one of our websites – we want to know.

By raising a complaint, you give us the chance to:

• Understand your perspective.

• Correct mistakes where they have happened.

• Learn from the issue to prevent it happening again.

• Ensure we remain compliant with our duties as a regulated business.

We are committed to treating every complaint seriously, investigating it fairly, and resolving it wherever possible.

You don’t need to use the word “complaint” for us to treat your concern as one. If you tell us you are unhappy and want something to be put right, we will record this as a complaint. Examples include:

• Feeling that information on one of our financial sites was unclear or misleading.

• Experiencing difficulty with the application process when introduced to a lender.

• Thinking that our staff or systems treated you unfairly.

• Any instance where you believe we did not meet the standards we promised.

If you are unsure, it’s always better to raise the issue with us. We will guide you through the process and make sure it is handled properly.

You can contact us in the way that suits you best. There is no charge for making a complaint.

1 Online Form

The quickest way is to complete our Contact Us form on this website. You’ll be asked for:

• Your name and contact details.

• Which of our brands or websites your complaint relates to.

• A description of what went wrong.

• Any supporting information that will help us investigate.

2 Email

You can email us directly at complaints@quickbrands.uk. Please include as much detail as you can so we can review your case quickly.

3 Post

If you would prefer to write to us, please send your letter to:

Complaints Team
Quick Loans Ltd
Vicarage Chambers
9 Park Square East
Leeds
LS1 2LH

• Within 5 business days – We will acknowledge your complaint.

• By 8 weeks - We will either:

  • Send you our final response; or

  • Explain why we are not yet able to provide it, and tell you how to escalate your case if you wish.

These timescales are set by the Financial Conduct Authority (FCA), and we are required to follow them.

If you are not satisfied with how we handle your complaint – or if eight weeks pass without you receiving our final response – you can take your complaint to the Financial Ombudsman Service (FOS).

The FOS is independent, impartial, and free for consumers to use. They will review your complaint, look at the evidence from both sides, and make a decision.

Contact details for the Financial Ombudsman Service:

• Website: www.financial-ombudsman.org.uk

• Phone: 0800 023 4567 or 0300 123 9123

• Email: complaint.info@financial-ombudsman.org.uk

• Post: Exchange Tower, London, E14 9SR

You usually need to contact the FOS within six months of receiving our final response. If you wait longer, the Ombudsman may not be able to review your case.

We want everyone to be able to raise a complaint with ease. If you need this information in a different format – such as large print, braille, or another language – please let us know.

If you would like a friend, family member or third party to act on your behalf, we are happy to deal with them as long as you give us your permission in writing.

When you make a complaint, we will need to collect and process some of your personal data. This might include your contact details, details about your interactions with us, and any supporting documents you choose to send.

We treat this information with the highest level of confidentiality and only use it to handle your complaint in line with our Privacy Policy.

Do I need to use the word “complaint” for it to count?
No. As soon as you tell us you are unhappy and want something changed, we will treat it as a complaint.

Can I complain on behalf of someone else?
Yes, as long as we receive written permission from the customer concerned.

Will complaining affect how I am treated in future?
Absolutely not. You have the right to complain and we will not disadvantage you in any way for raising concerns.

What if my complaint is about a lender you introduced me to?
If your issue relates directly to the lender’s decision or product, we may need to refer you to them. However, we will always make sure you know who is responsible and how to contact them.

Every complaint we receive is reviewed not only for the customer concerned but also for what it can teach us. Complaints highlight areas where communication could be clearer, processes could be tighter, or technology could work better.

We regularly analyse complaint data to:

• Spot recurring themes.

• Identify training needs for our staff.

• Improve our website content and customer journeys.

• Make sure our services remain compliant with FCA standards.

We never want customers to feel ignored. If something has gone wrong, telling us gives us the chance to put it right. Whether you contact us online, by email, or in writing, your complaint will be acknowledged, investigated and responded to in line with regulatory standards.

Your trust matters to us, and we will always work hard to earn it.