Learning Highlights
  • 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 even if we 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 through the entire process.

Our complaints procedure

The complaints procedure is as follows:

Please send your details, a description of your complaint and how you think we can resolve it, and any other relevant information.

In writing to:

Quint Group Limited
The Compliance Manager
Oxford House
Oxford Road
Macclesfield
Cheshire
SK11 8HS

By email: compliance@quint.co.uk

How long will it take?

Your complaint will be acknowledged promptly in writing, Quint will do their best to resolve your complaint as quickly as possible. Sometimes it may take longer to fully investigate, and if a complaint is particularly complex, it may take longer to resolve. They will always try their best to respond to your complaint as quickly as possible and will send you their final response no later than 8 weeks from when you first complained. If they cannot complete the investigation in this time, they will contact you to explain the delay and give you an indication of when to expect their response.

If you are unhappy with the progress of your complaint or are not happy with their final response, at this point, you can refer it to the Financial Ombudsman Service. The Financial Ombudsman Service will only deal with your complaint if you have given Quint the opportunity to put matters right, so 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 within 6 months of the date of the final response.
To submit a complaint to FOS, please contact

Telephone: 0800 023 4 567 (calls to this number are now free on mobile phones and landlines)
0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers).

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

Website: http://www.financial-ombudsman.org.uk

European Online Dispute Resolution Platform

In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/

Personal loans now complaints policy