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Complaints Handling Procedure

We strive to provide an unrivalled, outstanding, simple and first class standard of service to those seeking financial help. Our customers are at the heart of everything we do and we pride ourselves on providing the highest level of service, but we understand that sometimes this level of service could slip. So if there is something that you are not happy with then let us know. Our complaints procedure is as follows: 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

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/

Our Complaints Procedure

We will acknowledge your complaint promptly and our compliance team will do our best to resolve your complaint as quickly as possible. The complexity of the complaint will contribute to the duration of time taken to carry out a full investigation to resolve your issue. We will send you our final response no later than 14 working days from when you first complained. If you’re unhappy with the progress of your complaint or 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. Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR Telephone: 0800 023 4 567 – calls to this number are now free on mobile phones and landlines 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

We will send you our final response no later than 14 working days from when you first complained – You have 8 weeks to make your final response and we’ll send you our final response no later than 8 weeks from when you first complained.

We will provide you with a copy of the Financial Ombudsman Service leaflet; ‘your complaint and the ombudsman’. For more information please refer to www.financial-ombudsman.org.uk

If you want the Financial Ombudsman Service to consider your complaint, you must send your complaint to them within 6 months of the date of our final response.

12MonthPayday.co.uk is a registered Trading Name of PJG Financial Limited which is an Introducer Appointed Representative of Quint Group Limited and is entered on the Financial Services Register under reference number: 756626. 12monthpayday.co.uk receives a commission from lenders for our services. Quint Group Limited is authorised and regulated by the Financial Conduct Authority and is entered on the Financial Services Register under reference number: 669450. PJG Financial Limited is registered in Scotland (Company number SC535782), Registered Office; 272 Bath Street Glasgow G24JR. Licenced by the Information Commissioners Office, (registration number ZA185395) PJG Financial Limited do not charge fees to consumers but may receive commissions from lenders upon completion of a loan agreement.

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