- How to complain
- When to complain
- To whom to complain
- Our details
- Compliance Manager details
- The Financial Ombudsman details
We strive to make the lending experience as convenient effective and valuable for you. If you believe we didn’t serve you fairly or could do a tiny bit better, please let us know. In the vast majority of the cases, we can get things back on track. If, however, you wish to complain in a more formal way, you will find all the details you need below. Complaining will not impact your credit score and we will do anything in our power to support you throughout the entire process.
Our complaints procedure
The complaints procedure is as follows:
Please send your personal details together with a full description of your complaint as well as how you think we can resolve it, and any other information that may be relevant:
In writing to:
Quint Group Limited
The Compliance Manager
By email: firstname.lastname@example.org
How long will it take to receive an answer?
Your complaint will be acknowledged right away in writing. Quint will do their upmost to resolve your complaint as soon as possible. If your complaint is particularly complex, it may take little longer to resolve. Quint will always try their best to act upon your complaint as fast as possible. They will then send you their final response no later than 8 weeks from when you first issued your complaint. If they can’t complete the investigation during this time, they will contact you directly to explain the cause of the delay and tell you when you should expect their response.
If you aren’t happy with the progress of your complaint or are not pleased with their final response, at this point in time you can refer it to the Financial Ombudsman Service. They will only work with your complaint if you have given Quint the chance to put matters right. Therefore, please contact them first and they will do all they can to help you.
Financial Ombudsman Service (FOS)
If you want the FOS to consider your complaint, you must send your complaint to them during the 6 months following Quints final response.
To submit a complaint to FOS, please contact
The Financial Ombudsman Service,
Exchange Square, London,
- 0800 023 4 567 (phone calls to this number are now free on landlines and mobile phones)
- 0300 123 9 123 (calls to this number don’t cost more than calls to 01 and 02 numbers).
European Online Dispute Resolution Platform
In terms of your complaint you can also ask for a review from the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/