Complaints Policy - How to Make a Complaint

We work hard to provide a reliable service, but we recognise that things can sometimes go wrong. When they do, we will listen to your concerns, investigate what happened and do everything we reasonably can to put matters right.

How to make a complaint

You can make a complaint by email, post, telephone or through our online contact form. Our telephone number, email address and postal address can be found on our Contact Us page.

There is no charge for making a complaint, and you do not need to use any particular wording or format.

Important information

EasyLoans.co.uk is a trading name of Quick Loans Ltd. Quick Loans Ltd is authorised and regulated by the Financial Conduct Authority under firm reference number 763132.

Quick Loans Ltd is registered in England and Wales under company number 09619094. Our ICO registration number is ZA207923.

We can consider complaints from current customers, former customers and people who have applied, or attempted to apply, through Easy Loans.

If your complaint relates wholly or partly to a lender or another business, we may need to forward the relevant part of your complaint to that business. We will tell you if we do this and provide you with its contact details.

Fraudulent calls and messages

We are aware that fraudsters sometimes contact people while falsely claiming to represent Easy Loans or Quick Loans Ltd.

If you have received an unexpected call, email or message from someone claiming to be us, please contact us using the details shown on our website so that we can confirm whether the communication was genuine.

We cannot investigate the conduct of an unrelated fraudster, but suspected fraud can be reported to the Financial Conduct Authority and Action Fraud.

What information should you provide?

To help us investigate your complaint, please provide:

1. Your full name and contact details.

2. Details of what happened and why you are dissatisfied.

3. The approximate dates of any applications, conversations or correspondence.

4. Your application reference number, if you have one.

5. Copies of any emails, letters, screenshots or other information that may help us.

6. Details of how you would like us to resolve the matter.

Please provide as much information as you reasonably can. We may contact you if we need further information during our investigation.

How we deal with your complaint

1. Receiving your complaint

We will record your complaint and review the information and records we hold concerning your dealings with us.

2. Acknowledging your complaint

Unless we are able to resolve your complaint by the end of the third business day after receiving it, we will send you a prompt written acknowledgement confirming that your complaint is being investigated.

3. Complaints resolved within three business days

Where we resolve your complaint by the end of the third business day, we will send you a written summary resolution communication. This will confirm the outcome and explain your right to contact the Financial Ombudsman Service if you later remain dissatisfied.

4. Investigating your complaint

We will investigate your complaint fairly and impartially. We may ask you for further information and will keep you informed if our investigation is likely to take some time.

5. Our final response

We will aim to resolve your complaint as quickly as possible.

For most complaints, we will send you our written final response within eight weeks of receiving your complaint. Our final response will explain:

- what we have investigated;

- our findings and decision;

- any action or redress we are offering; and

- your right to refer the complaint to the Financial Ombudsman Service.

If we cannot provide a final response within eight weeks, we will write to explain the reason for the delay and tell you about your right to contact the Financial Ombudsman Service.

The Financial Ombudsman Service

If you are unhappy with our final response, or we have not provided a final response within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service.

The Financial Ombudsman Service is free for consumers. You will normally need to refer your complaint within six months of the date of our final response.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567

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

Website: www.financial-ombudsman.org.uk