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Complaints Procedure

We at SameDayLoans are careful as a company to operate a watertight complaints procedure, ensuring that all of our customers have the right to complain, be heard, and receive a prompt response from us. Our aim is always to address complaints as quickly as possible in order that we can set them right. We have, in the past, been rated very highly for our customer service by our customers and the only way for us to make sure that this stays the case is to make ourselves available to hear any and all feedback.

This means, for one, making sure it is always easy to contact us. The way we do this is by making sure we have a customer support team on call every hour of the day and night to answer phone calls and respond to emails. Therefore, if you feel that you would like to make a complaint to us you should first of all contact us through one of these channels. The most convenient way of doing this for most people is generally to fill in the online web contact form we provide.

Once you have done this the complaint will then be forwarded to the appropriate member of our management team if the customer services representative is unable to resolve the problem themselves. After that point, we will endeavour to respond as quickly as possible with a resolution that is in line with UK law as well as our company policies. It is worth noting that our compliance team are always working to ensure that everything we do is fully in line with the law, with complaints being no exception.

It is standard practice in the UK to take any complaint you may have about a company offering you consumer credit to them first in order that they can have the opportunity to try to resolve it. Resolving the complaint through us can save you a lot of time and hassle and we are always glad to receive any comments or queries our customers would like to bring to us. Once you have contacted the company that you are making a complaint about, under UK law you must then give them 30 days to resolve the complaint before you may bring your case before the Financial Services Ombudsman.

The Ombudsman is given legal power to make binding decisions over disputes between companies and customers. He acts as an independent mediator, backed by the government, who will investigate your claim against a company before ruling on one side or the other. It is also worth noting that the majority of complaints taken to the Ombudsman are awarded to the complainant.

Fortunately, however, the great majority of our customers are pleased with the service that they have received and have no complaint with us whatsoever. Relative to the number of loans purchased through us we receive only a very small number of complaints in any given period of time. It is our wish to maintain this track record that has lead us to create a complaints procedure involving the aim of making it easy for our customers to complain when they need to.

How to contact us to make a complaint

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

In writing to:

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 in writing promptly up on receipt. We will do our 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. We will always try our best to respond to your complaint as quickly as possible and we’ll send you our final response no later than 8 weeks from when you first complained. If we can’t complete our investigation in this time, we’ll contact you to explain the delay and give you an indication of when to expect our response. If you’re unhappy with the progress of your complaint or are not happy with our 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 us the opportunity to put matters right, so please contact us first and we will do all we 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 our final response. Their contact details are:

To submit a complaint to FOS, please contact the Financial Ombudsman Service, Exchange Square, London, E14 9SR. Telephone: 0800 023 4 567 (calls to this number are now free on mobile phones and landlines) and 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/

 

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Warning: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk. Representative example: £400 borrowed for 30 days. Total amount repayable is £459.36.
Interest charged is £59.36, interest rate 180.5% (variable). Representative 728.9% APR. Samedayloans.org.uk is a registered trading name of Hellcat Media Limited
which is an Introducer Appointed Representative of Quint Group Limited, who are a credit broker not a lender.