Complaints Procedure

We hope the service that we provide to all our customers meets, and indeed exceeds, their expectations. However, we appreciate that sometimes, despite our best care and attention, things can go wrong and you feel the need to complain. This document details how you can do this, and what we will do when we receive your complaint.

How To Complain

You can make your complaint by email to complaints@PaydayReclaim.co.uk

If you are sending your complaint to us, please ensure that:

You provide enough information for us to positively identify you on our systems

You provide details of your complaint

We would also find it useful if you could provide the following, however this is optional and we will still investigate your complaint without it:

Additional information around your complaint that you think will help us in our investigation.

An indication of what you would like us to do to put things right for you. We cannot guarantee that we will do this, but sometimes it can help us resolve things much quicker if we know what you would like us to do.

What We Will Do

When we receive your complaint we will start by sending you an acknowledgement of your complaint. We will include details of the senior manager who will be handling this. We will also send you a copy of this document so you have it to hand. This will be sent to you within 5 business days of us receiving your complaint.

We will then investigate the complaint.

Within 8 weeks of us receiving your complaint we will either:

Send you our final response communication detailing the results of the investigation, whether we uphold the complaint, and if so, whether we are making an offer of redress. (Please note that an offer of redress may not always be financial compensation, it may be that we take some action to put things right with your claim, or even offer an apology).

Send you a communication advising you that we are still not in a position to issue our final response. We will tell you why this is and also when we expect to be able to do so.

In both of these cases we will provide you with details of the Legal Ombudsman whom you will then be entitled to refer the matter to if you are unhappy with our response, or do not want to wait beyond the 8 week time limit.

Please note, you will not be able to refer the case to the Legal Ombudsman unless you have given us the opportunity to investigate it first.

The Legal Ombudsman

The Legal Ombudsman is a free arbitration service which is provided to review and adjudicate on complaints where the complainant is not satisfied with the businesses response or has taken more than 8 weeks to issue a final response and the complainant is not willing to wait any longer.

The Legal Ombudsman website can be found at www.legalombudsman.org.uk

They can also be contacted by:

Telephone : 0300 555 0333 (Between 8:30am and 5:30pm Monday – Friday)

Email : cmc@legalombudsman.org.uk

By Post : Legal Ombudsman, PO Box 6804, Wolverhampton, WV1 9WG

Time Limits

There are some important time limits that you must observe if you want to refer your complaint against us to the Legal Ombudsman. These limits are:

Within 6 years from when the problem happened OR 3 years from when you found out about it

AND

Within 6 months of us providing you with our Final Response Communication

If the referral of your complaint does not meet both time limits the Legal Ombudsman may not be able to investigate it.

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Quick Online Claims

Quickonlineclaims.co.uk is NOT a direct lender and we a free to use loan matching service. Loan terms, conditions and policies vary by lender and applicant qualifications. Late or missed loan payments may be subject to increased fees and interest rates. Not all lending partners offer up to £900 loans, and not all applicants will be approved for their requested loan amounts. Loan repayment periods vary by lender also. Lenders may use collection services for non-payment of loans.

Quickonlineclaims is a trading name of Fidelity Works Ltd who are authorised and regulated by the Financial Conduct Authority under firm reference 669535. Fidelity Works Ltd is registered with the Information Commissioners Office in regards to the Data Protection Act 1998 with registration number Z3523198 Fidelity Works Ltd is a company registered in England and Wales with company number 08282024 whose registered address is 86 Old Paul Street, London, EC2A 4NE.