Complaints Policy
Smart Money UK is a registered trading name of Quick & Friendly Loans Ltd which is an Introducer Appointed Representative of Maintain Marketing Limited (Maintain) who as a regulated firm handle complaints on our behalf. Customer service is very important to us and Maintain and we welcome feedback if you are unhappy. We will do our best to ensure that complaints are resolved as quickly as possible and with the right outcome for our customers.
How to make a complaint
Please send Maintain your details, a description of your complaint and how you think they can resolve it, and any other relevant information. In writing or via email to:
Maintain Marketing Ltd
Compliance Manager
Bayside Business Centre
Willis Way
Poole
Dorset
M22 5TG
By email: [email protected]
How long will it take?
Your complaint will be acknowledged promptly in writing and Maintain will do their 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. They will always try their best to respond to your complaint as quickly as possible and they'll send you their final response no later than 8 weeks from when you first complained. If they cannot complete their investigation in this time, they will contact you to explain the delay and give you an indication of when to expect their response. If you're unhappy with the progress of your complaint or not happy with the 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 them the opportunity to put matters right, so please contact Maintain first and they will do all they 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 the final response. Their contact details are:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
0300 123 9123
Calls to this number cost no more than calls to 01 & 02 numbers.
Email: [email protected]
Information regarding the service can be found on the Financial Ombudsman website:
http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm
European Online Dispute Resolution Platform. In relation to your complaint you can also request a review from the European Online Dispute Resolution platform: ec.europa.eu/consumers/odr/