Complaints Policy

Making a complaint is often awkward, we promise to listen with an open mind and make good when we have let you down. This is how you start the process.

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When We Mess Up

The majority of the service we provide to our customers is described as excellent. Unfortunately, there are times when some of our customers find that we have not been able to live up to our own high standards.

In these circumstances, our customers can call us to make a complaint or they can complete the online contact us form with more details. 

When we receive a complaint, we will investigate the circumstances and aim to reply within a maximum of 8 weeks. Quick Loans will inform the customer in writing of the findings. The customer then has two options if they are not happy, they can appeal to us to reconsider the complaint or they can contact the Financial Ombudsman Service

Contact details:  

The Financial Ombudsman Service
Exchange Tower
E14 9SR 

The FOS will then investigate the issues and contact us for more details if they need them. 

Please be aware that we are unable to investigate any complaints about payments made to third parties claiming to be us. This has become very common recently, so much so that we had to at one point cease our phone support for UK customers. It has since returned, but incidents of fraud of this nature should be forwarded to the Police / Action Fraud. We would like to, but there is really nothing we can do to help. 

As we no longer offer loans directly, we sometimes receive complaints about lenders we have passed customers to. We will fully look into these complaints and will do our best to fix any problems with third parties for customers that have passed through this site. None of the lenders on our panel will ever charge a fee, we are always keen to hear if this is not the case. We have a zero-tolerance policy on any lender on our site charging fees.

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