Complaints procedure
If you're unhappy with anything we've done, please tell us. We'll look into it fairly and tell you what we've found.
How to complain to us
You can complain in whatever way suits you. Please include your name, your enquiry reference if you have one, what went wrong and what you'd like us to do.
[email protected]
Complaints, Quickleap Ltd, Floor 2, Newsham House, 103 Manchester Road, Bury, BL9 0TD
If you need help making a complaint, or need us to communicate in a different format, just let us know.
What happens next
- We acknowledge it promptly, and tell you who is dealing with it.
- If we can resolve it within three working days, we'll write to confirm that and tell you about your right to go to the Financial Ombudsman Service.
- Otherwise we'll investigate and keep you updated.
- Within eight weeks of receiving your complaint, we'll send you a final response, or explain why we need more time and when we expect to finish.
The Financial Ombudsman Service
If you're not happy with our final response, or we haven't sent one within eight weeks, you can refer your complaint to the Financial Ombudsman Service, free of charge. You normally need to do this within six months of our final response.
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 023 4567
Website: financial-ombudsman.org.uk
Complaining about your lender or insurer
You don't need us, or anyone else, to complain about your lender or insurer. You can complain to them directly for free and, if you're not satisfied, take it to the Financial Ombudsman Service free of charge.